Heredia Seasonal Back Office Specialist (100% On Site)

About Us Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Our Core Values are: Creativity: Make it simple, lead the change Commitment: Aim for better, impact for the good Connection: Share experiences, grow together Some of our Benefits: Medical Services Educational Reimbursement Cafeteria ASO Foundever Free Parking Performance bonuses Job Summary Are you passionate about technology innovation and eager to support cutting-edge health check technology? At Foundever, we're on a mission to empower individuals to help our customers to optimize their health and well-being. Our innovative services and support are designed to help the global community gain a deeper understanding of their health, lifestyle and sleep quality-pillars we believe are essential for a healthy, fulfilled life. Requirements Fluent in verbal and written English, High Proficiency level. (B2+ / 85 %) (Must) Able to work in our Heredia building (Must) High School Diploma (Must) 18 years old or above (Must) Full Schedule flexibility: To work all schedules weekdays & weekends (Must) Proven experience in customer service, with a focus on live interactions, in chat and/or phone channels. (Must) To adapt to changing policies and guidelines To work independently and collaboratively in a fast-paced environment In troubleshooting orders, shipping, and operational issues With CRM systems and knowledge base tools Written and verbal communication skills To convey technical information in a clear and concise manner The voice of the customer, advocate for an experience aligned with the brand Feedback through appropriate channels A passion for delivering excellent customer service and a commitment to exceeding customer expectations Ability to handle challenging customer interactions with professionalism To collaborate with cross-functional teams and contribute to a positive team environment Responsibilities Customer Support Resolve customer issues related to purchase, orders, shipping, and warranty with precision. Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues Technical Troubleshooting:Resolve technical issues related to software, hardware, and connectivity with precision. Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues Customer Interaction: Deliver premium customer service through both chat and phone channels. Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations. Exceptional verbal and written communication skills. Ability to articulate information clearly and concisely. Proactive Problem-Solving: Anticipate and address potential issues, preventing disruptions before they impact the customer experience. Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives. Product Knowledge: Maintain up-to-date knowledge of our products and services to effectively assist customers. Contribute to the creation and updating of knowledge base articles for internal and customer reference. Empathy and Communication:Demonstrate empathy and active listening skills during customer interactions. Communicate complex concepts in a clear and understandable manner. Quality Assurance:Adhere to established quality standards in all customer interactions. Participate in regular training sessions to stay abreast of industry developments and enhance skill sets.