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Customer Care Administrator



Customer Service
San José Province, San José, Costa Rica
Posted on Sunday, June 9, 2024

Job Description

The Customer Care Administrator will be part of a team that provides outstanding customer care experience as Emerson’s frontline representative. This role is primarily responsible in handling customer contact inquiries and provide appropriate resolution, through the customer’s preferred and available communication channels. This role is vital in shaping customer’s first impression on Emerson, as one company: its mission and core values. This role is the voice of the customer and face of Emerson to ensure improving customer experience, and make Emerson, easy to do business with.

In this Role, Your Responsibilities Will Be:

  • Respond, log, and monitor customer chats, calls, and e-mails in our business systems.
  • Validate customer information and product inquiries, including its levels, classification and tiering.
  • Route inquiries to correct contact or allocates Requests/Tasks/Emails to appropriate support.
  • Log/Record inquiries and new customers in the system, including records updating like request for address book set-up.
  • Handle online store support – from collecting and verifying customer information, recording/registering them, walking them through using the store and submitting request to the appropriate group (ITSS, CVDH etc.)
  • Participate in projects related to process and quality improvement by hearing the voice of the customers (VOC) in their day-to-day interaction.
  • Perform other duties as required.
Who You Are:

You anticipate customer needs and provide services that are beyond customer expectations, use customer insights to drive and guide the development of new offerings and serve as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with key accounts. You quickly and decisively take action in fast changing, unpredictable situations, also show a tremendous amount of initiative in tough situation. You are exceptional at spotting and seizing opportunities and work cooperatively with others across the organization to achieve shared objectives. You learn quickly when facing new situations and you focus on the highest priorities and set aside less critical tasks.
For This Role, You Will Need:
  • Experience: at least 1 year of customer service experience.
  • Solid prioritizing and organizational skills along with being a self-starter.
  • Solid keyboard skills and a strong proficiency for using Windows & MS Office applications is a must.
  • Portuguese/ English/ Spanish Advanced level
  • Willing to work on flexible shift schedule based on business needs.
Preferred Qualifications that Set You Apart:
  • Experience dealing with customers via phone, chat and email systems.
  • Prior experience interacting with customers, along with data entry experience.
  • Education: University degree or currently studying.
  • Technical Skills: Proficiency in using order management software such as Oracle and CRM.
  • Attention to Detail: Being meticulous in handling customer’s inquiries, maintaining records, and resolving any discrepancies, questions, or requests to keep customers happy and ensure an excellent customer experience.
  • Organizational Skills: Ability to handle multiple tasks at once and meet KPIs such as SLAs, FCR.

Our Offer To You:

We offer a competitive benefits package to recognize and support our employees such as private health insurance with dependent coverage, life insurance, flexible work opportunities, wellness center, door-to-door transportation, Asociacion Solidarista, Employee Resource Groups (ERGs) and career growth focus and many more.

Commitment with Diversity and Equal Opportunity

Emerson is committed to its core values and believes in respecting DE&I. We do not discriminate and welcome all qualified candidates to apply and become part of our family, no matter the gender identity, race, sexual orientation, disability, age, religion and/or nationality.

At Emerson, we have seven Employee Resource Groups that demonstrate our commitment with DE&I. Through continuous development of activities, programs, and social awareness. Our communities are:

  • Black Employee Alliance
  • Diverse Abilities
  • HOPE
  • LGTBIQ + Allies CR
  • Costa Rica SOMOS
  • Mosaic
  • Women's Impact Network

At Emerson, we are passionate about what we do. Our technology and engineering expertise has enabled us to be at the forefront of innovation for over a century. Our commitment to excellence and cutting-edge technologies has positioned us as a leader in the world of automation solutions and engineering.

We believe that our success lies in the strength of our people; what sets Emerson apart is our unwavering dedication to fostering an inclusive and diverse environment. We firmly believe that diversity fuels creativity and innovation, allowing us to tackle sophisticated challenges with new perspectives. We embrace individuals from all walks of life, valuing their unique backgrounds, experiences, and ideas. When you join our team, you become part of a rich tapestry of talent that propels us forward.

We not only care about our people professionally but also personally. At Emerson, we understand the importance of work-life balance and strive to create an environment where individuals can grow both personally and professionally. We offer a range of development opportunities, mentorship programs, and support networks to ensure that our employees thrive in their careers and find fulfillment beyond the workplace.

Tomorrow Reimagined: https://www.youtube.com/watch?v=Bt_f4-DLnRc