Customer Experience Specialist

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Deliver outstanding customer support to customers, merchants, and clients through phone and email communications.

• Address inquiries related to billing, invoices, payments, disputes, authorizations, and account matters.

• Clearly and professionally articulate payment and financial information.

• Achieve or surpass departmental metrics, SLAs, and SLS standards.

• De-escalate difficult situations and escalate issues to Tier 2, Tier 3, or leadership as needed.

• Record customer interactions, actions, and resolutions in CRM or case management systems.

• Proactively reach out to customers or merchants regarding rejections, disputes, and potential account issues.

• Work collaboratively with team members and leadership to identify trends and enhance processes or documentation.

• Complete mandatory training and assigned learning within the designated timeframe.

• Execute additional duties as assigned by leadership.

⛳️ Requirements

• At least 2 years of customer support experience in a dynamic environment that involves a high volume of inbound calls.

• Direct experience in supporting billing, invoicing, payments, disputes, or account reconciliation.

• Excellent verbal and written communication skills in a professional setting.

• Capability to independently resolve customer inquiries while adhering to established processes and procedures.

• Strong organizational skills with a keen attention to detail and accuracy.

• Critical thinking abilities and the capacity to implement innovative customer service solutions.

• Proficiency in managing challenging customer situations with professionalism and empathy.

• Comfortable working in a structured, performance-oriented environment with defined metrics.

• Proficient in Microsoft Outlook, Word, and Excel.

• Experience with CRM or case management systems, or the ability to quickly learn new systems.

• Ability to work both independently and as part of a team.

• Openness to accept and implement feedback.

• A college degree is preferred, or equivalent professional experience is acceptable.

• Experience supporting B2B customers or financial/fintech products is preferred.

• Fluency in Spanish is considered a plus.

🏝️ Benefits

• Remote work opportunities with flexible work schedules and paid holidays.

• Competitive salary accompanied by a comprehensive benefits package starting on the first day of employment.

• Opportunities for career development.

• Strong Employee Referral program.

• A friendly, supportive, collaborative, and entrepreneurial work culture.

• Open-door policy promoting communication.

• Collaborate with skilled individuals dedicated to employee success and growth.