Job Description

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