Junior Customer Service Specialist (Seasonal)

About the role

We are looking for a Junior Customer Service Specialist to provide a seamless, high‑quality experience for our North American customers during the winter peak season. The position is based in Escazú, Costa Rica, and works on a hybrid schedule, supporting customers via phone, email and chat.

Key responsibilities

• Handle inbound and outbound customer interactions through phone, email and live chat, averaging 20 calls, 20 cases and 10 chats per day.
• Resolve standard queries, complaints and order‑related requests, following Swarovski guidelines and relevant legislation.
• Provide product information, stock availability, sizing, colour and care advice, and promote current offers.
• Process online order placements, cancellations, refunds and exchanges.
• Escalate complex issues when necessary and ensure follow‑up until full resolution.

Required profile

• At least 1 year of experience in a multinational contact‑center environment handling inbound and outbound customer service.
• Fluent English (C1) in both speaking and writing.
• Ability to work in a hybrid model and commute to the Escazú office.
• Fast learner with strong problem‑solving skills and the capacity to manage complaints.

Required skills

• Microsoft Outlook
• Microsoft Teams
• Microsoft Word
• Skype for Business
• Basic knowledge of Microsoft Excel or similar spreadsheet tools