**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
