Trilingual Junior Customer Service Specialist (English/Spanish/Portuguese)

About the role

Swarovski is looking for a trilingual Junior Customer Service Specialist to provide high‑quality support to customers, primarily from the Iberian region. The role is based in Escazú, Costa Rica and reports to the Customer Service Manager at GBS San José. You will handle inquiries via phone, email and chat, ensuring swift and accurate resolutions.

Key responsibilities

• Deliver high‑quality, consistent service across phone, email and chat.
• Resolve standard queries and complaints by identifying needs, providing solutions, escalating when necessary, and following up to ensure full resolution.
• Advise customers on product details such as size, colour, stock availability, care instructions and current promotions.
• Assist with online order requests, including placement, cancellations, refunds and exchanges.
• Follow communication procedures, guidelines and templates as required.
• Manage an average daily workload of approximately 20 calls, 20 cases and 10 chats.

Required profile

• Minimum 1 year of experience in a customer‑facing role within a multinational contact centre.
• Proven ability to handle multiple communication channels simultaneously (e.g., phone and email or chat and email).
• Fluent in English (C1) and Portuguese (speaking and writing); also fluent in Spanish.
• Fast learner with strong understanding of systems and processes.
• Ability to manage complaints and conflicts while delivering appropriate solutions.

Required skills

• Outlook
• Microsoft Teams
• Word
• Skype for Business
• Basic knowledge of Excel or similar spreadsheet tools
• Ability to navigate multiple customer‑service systems