Welcome Center Agent Portuguese

Job Title : Welcome Center Agent Portuguese

Location : Heredia, Costa Rica (On-site)

Education : High School Diploma

Experience : 1+ years of experience in a Customer Service Role

Number of Openings : 1+

Summary :

The Welcome Center Agent Portuguese will provide exceptional customer service by handling inbound customer communications in Portuguese, English, and Spanish. This role involves assisting customers with product inquiries, order placement, and post-order follow-up, ensuring high customer satisfaction. The agent will be responsible for maintaining accurate records, resolving issues efficiently, and acting as a liaison between customers and other stakeholders. Flexibility and a proactive approach are essential to meet performance goals in a fast-paced environment.

Roles and Responsibilities :

• 20% - Answers inbound calls from customers in Portuguese, English, and Spanish; quickly assesses customer needs and proactively provides accurate solutions. Provides superior customer service while handling product inquiries, order placement, and order follow-up. Documents details of customer interactions into the system.
• 20% - Drives customer loyalty by delivering excellent service and accurate product and service knowledge in all three languages, looking for ways to reduce customer effort in ordering, shipping, order inquiry, and return / refund processes.
• 20% - Keeps customers informed about the status of their orders, reconciles errors cost-effectively, resolves post-order issues such as returns, and follows up to ensure all customer needs are met.
• 10% - Acts as a liaison between the customer and manufacturer or freight carrier when needed.
• 20% - Meets or exceeds various performance requirements, including customer service skills, accuracy, schedule adherence, speed to resolution, etc.
• 10% - Partners with the escalation team to obtain additional order support, customer follow-up, or handle complex customer cases.

Required Skills :

Desired Skills :