Customer Support Associate (Portuguese and English)

Job description

As a Customer Care Associate with Convera based in our Costa Rica office, you will be responsible to provide Best in Class Care to Convera customers from first contact through to resolution or where cases are not resolved within the expected timeframes leading to dissatisfaction or complaint. This role will bridge the gap between what our customers need and what we’re delivering – allowing us to constantly evolve and exceed customer expectations. Objective of this role: - Drive a seamless customer experience that creates positive sentiment for Convera brand. - Develop in-depth knowledge of our product offerings and provide informative support and tailored recommendations to customers. - Support the team and business goals by delivering Best in Class service to Convera customers. Responsibilities: - Deliver friendly and professional service to customers through inbound, outbound and eService channels in high volume, fast-paced environment. - Quickly identify and solve problems of diverse scope on the spot. - Ability to devise solutions based on limited information and precedent and adapt existing approaches to resolve issues. - Evaluate processes, devise improvements, measure result...