Welcome Center Agent

Job Title : Welcome Center Agent

Location : Heredia, Costa Rica (On-site)

Education : High school diploma

Experience : 1+ years in Customer Service

Number of Openings : 1+

Summary :

The Welcome Center Agent based in Heredia, Costa Rica, is responsible for delivering exceptional customer service through inbound call handling. This role involves quickly assessing customer needs, managing product inquiries, order placements, and follow-ups while ensuring customer satisfaction. The agent supports order processing, shipping, returns, and acts as a liaison with manufacturers and carriers as needed. Success in this position requires meeting performance metrics such as accuracy, responsiveness, and schedule adherence. Candidates should have at least one year of customer service experience, proficiency in English (B2+), and strong skills in active listening, empathy, critical thinking, and problem-solving. Experience in call center environments is highly desirable.

Roles and Responsibilities :

• 20% : Answer inbound calls, quickly assess customer needs, and provide accurate solutions. Handle product inquiries, order placement, and order follow-up while documenting customer interactions.
• 20% : Drive customer loyalty by delivering excellent service and accurate product knowledge; facilitate ordering, shipping, order inquiries, and returns / refunds processes.
• 20% : Keep customers informed on order status, resolve errors cost-effectively, handle returns, and ensure post-order customer satisfaction.
• 10% : Act as a liaison between customer and manufacturer or freight carrier when needed.
• 20% : Meet or exceed performance metrics including customer service skills, accuracy, schedule adherence, and speed to resolution.
• 10% : Partner with escalation team for additional order support, customer follow-up, or handling complex cases.

Required Skills :

Desired Skills :