Retail Agent

**Job Title**: Retail Agent**Work Location**: Ultra Lag, Lagunilla, Heredia.**Experience**: More than 6 months Call Center Experience.**Education Qualification**: High School Diploma**Roles and Responsibilities**:- 20%- Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up. Documents details of customer interaction into system.- 20%- Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences- 20%- Keeps customers informed on the status of their order, reconciles errors in a cost-effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled- 10%- Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier- 20%- Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.- 10%- Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases**Required Skills & Desired Skills**- Proficiency in English Level >B2+- Active listening- Attention to detail- Empathy- Critical thinking- Speed to solution