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Customer Service Representative - job post

National Instruments
Lagunilla, Provincia de Heredia


Lagunilla, Provincia de Heredia

Descripción completa del empleo

The Customer Service Representative will be part of our Americas Shared Services Center in Costa Rica, providing services & support to our customers within the America’s region. Representatives will be responsible for processing customer purchase orders and product returns, handling in-bound customer calls, and providing administrative sales support required for delivering a high-quality customer experience. Career growth opportunities on this team will include Supervision, Quality Management, and Workforce Management, Sales related roles as well as other opportunities within the share center.
  • Understand variety of NI departments, processes, and applications to become effective in supporting customer needs
  • Process customer purchase orders from multiple sales channels with consistent speed and accuracy using Oracle Order Entry application, Outlook, and other internal business applications
  • Modify or update order information as Customers’ needs change
  • Support customer inquiries regarding order process, product availability, services delivery, repair status, or other information regarding their accounts
  • Support our internal and external sales inquiries regarding customer order status, product availability, or other order process related issues
  • Provide optimal customer experience by effectively resolving customer issues in a timely manner
  • Handle inbound customer service calls for order processing from customers based in the US or other countries within the Americas Region
  • Route other inbound customer service calls for Technical Sales, Support or direct transfers from customers based in the US or other countries
  • Create and manage Customer data record within Oracle application before transferring customer calls to Tech Sales and Support to ensure proper data integrity of our Customer records
  • Deliver a consistent customer experience across all channels.
  • Understand customer expectations and know how to exceed them.
  • Deal with various situations related to the company and determine the functional area in order to solve it.

  • High School degree completed
  • Preferred: Bachilleror University degree completed, technical careers or active university students.
  • Between 1-3 years of experience in Share Service Centers.
  • Ability to work Full-time, but flexible, 8-hour between department hours of 6 am to 7 pm CST Monday-Friday. Availability to work overtime as business needs require.
  • Advanced English level to ensure excellent reading, writing and verbal communication skills. Must be able to communicate effectively with customers from United States regarding their product orders, service, and other customer inquiries about their account.
  • Oracle order entry and application experience a plus
  • Proficient in computer usage and variety of basic skills.
  • Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed.
  • Effective time Management skills and a self-starter attitude.
  • Ability to handle multiple duties and tasks that must be completed in a timely manner to meet defined service levels.
  • Ability to take ownership of customer needs and demonstrates initiative.
  • Demonstrates aptitude for learning new business application and enterprise software.
  • Demonstrates aptitude for and interest in learning / improving processes.
Do you want to be successful? The key is to have a great level of communication in English, excellent customer service and attention to detail, great empathy, listening and assertiveness skills, and the ability to focus on conflict resolution to achieve good results for the customer and the company. Time management and willingness to learn will also be essential.
Primary Location: CR-CR-Lagunilla
Work Locations: Costa Rica - Heredia Zona Franca Ultra Park II Edificio 3, piso 4 Lagunilla
Job: Customer Service
Business Unit: Operations
Employee Status: Regular
Job Type: Standard
Job Posting: Jan 28, 2020, 11:58:59 AM
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