Join us as a USIS Business Care Representative (Senior)! We're looking for a highly motivated and skilled applicant to be a crucial point of contact for our customers. In this role, you'll deliver exceptional customer service by managing Tier 1 cases via phone and email, focusing on first-call resolution and escalating complex issues to Tier 2 when needed, ensuring customer needs are met efficiently and effectively. Monday to Friday, from 9:00 AM to 6:00 PM. The schedule shifts to 10:00 AM to 7:00 PM during daylight saving time.
What You'll Do:
- Update credit files with meticulous attention to detail, adhering to established rules and procedures.
- Provide clear and helpful support and education regarding credit information, file interpretations, and our product offerings.
- Analyze customer scenarios, identify the root cause of their issues, and provide optimal solutions.
- Maintain strict compliance with company policies and procedures.
- Contribute to a positive and collaborative team environment, fostering a customer-centric culture.
What You'll Need to Apply:
- Minimum B2, C1 English level.
- High School Diploma is a must.
- Technical Support Experience.
- Success in meeting performance metrics (e.g., QA >95%, CSAT >90%, ADH >90%, AHT < 740 seconds in the last 3 months) is highly valued. Please still apply even if not all specific metrics are tracked in your current department.
What Could Set You Apart:
- Strong Data Analysis and Problem-Solving Skills.
- Tech Savvy, strong technical aptitude and a willingness to learn new technologies are highly valued in this role.
- Experience as an SME, T3, or SRM is a plus.
Primary Location:
CRI-Heredia
Function:
Function - Fulfillment / Operations
Schedule:
Full time