About this role
We are seeking an adaptable, results-driven Customer Support Representative (Dispute Resolution) to deliver high-quality client care through inbound calls.
What you’ll do
• Escalation Management: Respond to consumer line and back-office GCC CCS escalations promptly and effectively.
• Performance Excellence: Consistently meet or exceed all operational metrics and performance expectations.
• Credit Analysis: Thoroughly analyze consumer credit files to accurately identify underlying needs and issues.
• Documentation & Liaison: Document follow-up actions precisely and act as a liaison between consumers and clients for seamless resolution.
• Back-Office Research: Initiate and resolve detailed inquiries to deliver precise information to consumers.
• Data Integrity: Maintain comprehensive, accurate client and project records at all times.
• Accountability: Take full ownership of case updates and drive them through the resolution process.
What experience you need
• English Proficiency: Level B2 or higher (fluent oral and written communication).
• Technical Experience: 6+ months of practical experience with Google Workspace (Sheets, Docs, Slides, etc.).
• Education: High school diploma or equivalent.
Internal Candidates:
• Tenure: Minimum of 1 year in current role.
• Disciplinary Standing: Clean record with no active actions in the last 3 months (prior to or during recruitment).
• Performance Standing: Not currently on a Performance Improvement Plan (PIP).
Nice to have:
• Adaptability & Ownership: Quick learner who thrives in dynamic environments with a self-sufficient, goal-oriented approach.
• Problem Solving: Strong interpersonal skills focused on resolving issues, meeting project deadlines, and identifying process gaps for continuous improvement.
Primary Location: CRI-Heredia
Function: Function - Customer Service
Schedule: Full time