About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. 

Our Core Values are:

• Creativity: Make it simple, lead the change
• Commitment: Aim for better, impact for the good
• Connection: Share experiences, grow together

Some of our Benefits:

• Medical Services
• Educational Reimbursement
• Cafeteria
• ASO Foundever
• Free Parking
• Performance bonuses

Job Summary

Join our team and work for top global companies!

We are looking for a dedicated Customer Service Representative to join our team located in our Heredia site.

Provide high-quality and accurate resolutions to customers under stipulated policies and procedures, by answering general inquiries and offering solutions with the given tools via the phone, email, or chat. To make sure that objectives set by the client are met successfully.

Requirements

• LOVE MUSIC! (must).
• Advanced English Speaker 85%> (must).
• Be able to work at the Heredia site (must)
• Full schedule flexibility to work on weekends and weekdays (must).
• At least 6 months of customer service experience in BPOs (must).
• Flexibility to work at Heredia (must).
• A minimum of 15 MB of internet speed at home (must).
• IT Essentials (Must).
• A minimum of 45 MB of internet speed at home (desired).
• Experienced with home network troubleshooting and configuration including wireless configuration, router settings, and Internet security software's
• Strong communication skills and customer-service focus.
• Strong technical understanding of internet, networking, and computers is needed.
• Preferred, but not required - Background in Computer Science or relatable certifications.
• Commitment to contributing towards and enforcement of policy and procedures.
• Excellent analytical and problem-solving skills.
• Excellent writing and verbal communications skills.
• Ability to communicate and work directly with customers to identify and resolve technical issues.
• Ability to work the assigned shift, including nights, weekends, holidays, and on-call rotation, as required.

Responsibilities

• Proactively take ownership of open issues and interface successfully with other departments and multiple levels of management.
• Ensure customer satisfaction of each service request by maintaining service status, periodic review of calls concerning escalation timeframe, and timely closure.
• Determine further action or completion regarding customer cases received.
• Follow up with the customer until the issue is resolved.
• Identify, analyze, troubleshoot, and solve software and hardware issues for voice, internet, or data installation and connection issues.
• Work with music services and all operating systems (Mac, Android, Windows and iOS).
• Constantly learn, expand, and share your knowledge.
• To perform any other tasks, duties, or services requested by his/her immediate superior.