Customer Service Representative

Customer service role focused on delivering a best-in-class customer experience through phone and email support, emphasizing first-contact resolution, clear communication, and collaboration in a remote environment.

Location: Costa Rica (remote with US company, requires citizenship or work permit)

Responsibilities

• Respond to inbound customer inquiries via phone and email, aiming for one-contact resolution.
• Analyze customer needs and provide clear, accurate solutions or information.
• Process customer payments using approved inbound and outbound collection methods.
• Communicate maintenance updates and service-related information via calls, email, or text.
• Serve as backup support for limited overflow sales, reservations, or rental requests.
• Document interactions and outcomes accurately in customer relationship management systems.
• Collaborate with internal departments to resolve issues efficiently while on the call.
• Demonstrate empathy, de-escalation, and professionalism in all customer interactions.
• Manage multiple tasks and systems simultaneously to resolve customer issues.
• Adhere to company guidelines, schedules, and service quality standards.

Requirements

• High school diploma or equivalent.
• 3+ years of customer service experience, with at least 2 years working remotely.
• Proven ability to clearly explain how your work supports customers and business objectives.
• Strong verbal and written communication skills.
• Excellent customer service skills, including empathy, acknowledgment, and de-escalation.
• Ability to organize, plan work, and manage multiple priorities.
• Strong problem-solving and negotiation skills.
• Comfort working with multiple systems and databases simultaneously.
• Reliable home office setup with stable internet and a low-noise work environment.
• Flexibility to work a 5-day schedule, including potential weekends.

Benefits

• Wellness Coverage
• Remote Work
• Birthday day off
• Recognition and rewards system
• Referrals Program
• Business skill coaching
• English classes for Smashers and relatives
• Learning opportunities

Additional Information

• This position is Remote to work with a US Company; you will require to have Citizenship or a work permit from Costa Rica to apply for this role.
• Originally posted on Himalayas