Customer Service Representative (End User Products)

at  Workforce Opportunity Services

Candidate Profile:

• Fluent in English
• Available to work full-time

Overall Position Description:

• The Customer Service Representative for End User Products provides exceptional support to customers using our consumer products. This role involves assisting customers with product inquiries, troubleshooting, order processing, and ensuring a high level of satisfaction. The ideal candidate is customer-focused, knowledgeable about our products, and adept at resolving issues efficiently.

Responsibilities:

• Customer Interaction:
• Respond promptly and professionally to customer inquiries via email.
• Provide detailed information about product features, benefits, and usage.
• Assist customers with product warranties.
• Problem Resolution:
• Handle and resolve customer complaints with empathy and professionalism.
• Issue refunds or exchanges as needed, following company policies.
• Document and track recurring customer issues and report them to management.
• Team Collaboration:
• Work closely with colleagues in customer service, sales, and technical support to ensure seamless service.
• Participate in regular training sessions and team meetings to stay informed about product and policy changes.
• Technical Support:
• Troubleshoot and resolve technical issues related to product usage and performance.
• Guide customers through product setup and configuration.
• Escalate complex technical issues to the appropriate technical support team when necessary.
• Data Management:
• Accurately log customer interactions and transactions in the CRM system.
• Update customer records with relevant information and service history.
• Product Knowledge:
• Maintain up-to-date knowledge of company products, including new releases and updates.
• Provide feedback to product development teams based on customer insights and experiences.

Qualifications:

• Fluent in English
• Experience:
• Minimum 1-2 years of experience in customer service, preferably with consumer products.
• Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and basic computer applications.
• Ability to manage multiple tasks and prioritize effectively.
• Positive attitude and a commitment to providing excellent customer service.

Working Conditions:

• Full-Time (40 hours/Week)
• Ability to sit for extended periods and use a computer and headset for most of the workday.

Salary:

• $1,280.00 / Month (USD)

Location:

• San Jose, Costa Rica
• Hybrid (Remote/Office)
• Primarily Remote. Office Visits may be required one to two times per month.

About WOS
Founded in 2005, Workforce Opportunity Services (WOS) is a leading 501(c)(3) nonprofit committed to developing the skills of untapped talent from historically underrepresented communities through partnerships with organizations dedicated to diversifying their workforce. This includes people of color, first-generation college graduates, veterans, and early-career aspirants.
Utilizing a scientifically-based model derived from research conducted at Columbia University, we recruit, educate, train, and place high-potential candidates with leading organizations around the world. To date, WOS has served 6000+ individuals through partnerships with more than 65 corporations in 60+ locations worldwide. For more information, visit wforce.or

• Customer Interaction:
• Respond promptly and professionally to customer inquiries via email.
• Provide detailed information about product features, benefits, and usage.
• Assist customers with product warranties.
• Problem Resolution:
• Handle and resolve customer complaints with empathy and professionalism.
• Issue refunds or exchanges as needed, following company policies.
• Document and track recurring customer issues and report them to management.
• Team Collaboration:
• Work closely with colleagues in customer service, sales, and technical support to ensure seamless service.
• Participate in regular training sessions and team meetings to stay informed about product and policy changes.
• Technical Support:
• Troubleshoot and resolve technical issues related to product usage and performance.
• Guide customers through product setup and configuration.
• Escalate complex technical issues to the appropriate technical support team when necessary.
• Data Management:
• Accurately log customer interactions and transactions in the CRM system.
• Update customer records with relevant information and service history.
• Product Knowledge:
• Maintain up-to-date knowledge of company products, including new releases and updates.
• Provide feedback to product development teams based on customer insights and experiences