Customer Service Representative

About the role

A full-time Customer Service position in Heredia, Costa Rica, focused on providing professional and efficient support to customers through phone, email, chat and other digital channels. The work schedule is to be confirmed according to business needs.

Key responsibilities

• Respond to customer inquiries, requests and concerns promptly and courteously, identifying needs and offering accurate information and solutions.
• Investigate and resolve complaints, service issues and general inquiries while keeping a positive customer experience.
• Document interactions, inquiries, resolutions and follow-ups in internal systems, and use CRM platforms to track cases.
• Escalate complex or unresolved issues to the right departments or supervisors and follow up until they are resolved.
• Collaborate with internal teams to coordinate solutions and share information, and give feedback on recurring concerns to improve service.
• Stay up to date on products, services, policies and procedures, and support administrative tasks and special projects as assigned.

Required profile

• High school diploma or equivalent; a degree in Business Administration, Communications or a related field is preferred.
• Previous experience in customer service, call center operations or a similar customer-facing role is preferred.
• Strong verbal and written English (B2+ or higher).
• Ability to learn quickly, work independently and collaborate with others, with a strong sense of accountability.
• Experience supporting U.S.-based customers or working in an international environment is a plus.

Required skills

• CRM platforms such as Salesforce, Zendesk or similar (preferred)
• Microsoft Office: Outlook, Word and Excel (familiarity preferred)