Heredia 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.