In this role, you will deal directly with our customers to find out what issues they are facing, and how we can improve our products or services.
**OUR MISSION**:
Qualfon is on a mission to help as many individuals as possible pursue their total vocation, create an ever-growing number of career development opportunities, and be the partner of choice for all our clients.
- Further your education and earn a college degree through Qualfon University program
- FREE access to personal and professional support through the Qualfon Care Coaches program
- Medical, dental. vision benefits and life & accident insurance
- Competitive wages
- Opportunities to earn additional income through incentives
- Paid time off
- Paid training
- Employee discounts
- We lead by example to ensure our amazing team members and supervisors embrace and live the Qualfon Mission & Values
**KEY RESPONSIBILITIES**:
- Researches and resolves all customer inquiries and requests coming via inbound calls.
- Provides customer education about services and policies in a timely manner.
- Takes control of problems logically and with a clear understanding to ensure the appropriate customer outcome.
- Adheres to the internal compliance policy and guidelines established by Qualfon and the client.
- Documents customer issues into notes that are consumable by other users.
- Follows up with customer needs and team lead requests.
- Cooperates with special projects.
**QUALIFICATIONS**:
- Advanced English Speaker. Fluent in verbal and written English - 85% / B2
- Excellent customer service skills
- Strong conflict resolution skills
- Attention to detail
- Communication and interpersonal skills
- Proficiency in MS Office
- High School Diploma (preferred)
- Call center experience (preferred)
**WORK FROM HOME REQUIREMENTS (AVAILABILITY VARIES)**:
- Desktop or laptop (Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, and Android systems are NOT compatible)
- Operation system - Windows 10 or newer
- Webcam-Video available
- The computer must have at least 4GB of RAM and a Processor speed - i3 4th generation or better
- High-speed Internet via wired ethernet connection, no Wi-Fi, Satellite or Cellular Hotspot or Cellular Internet
- Upload speed of 3Mbps; Download speed of 10 Mbps
- The Internet service provider (ISP) must be highly stable with 1% or less packet loss
- Latency under 100ms
- USB headset with noise-canceling microphone (Jabra, Plantronics, or Logitech are recommended) 3.5 mm headsets and gaming style headsets are not approved
- All Hires must have an available cell phone or tablet and be able to install our required 2FA software for Multifactor authentication on that device.
**EMPLOYEE BENEFITS**:
- Costa Rica mandatory benefits.
- Scholarship program at Qualfon University (Rochat School of Business).
- Care Coach program.
- Free access to online learning platforms (LinkedIn and Coursera).
- Medical benefits through MediSmart for full-time employees.
- Competitive wages plus bonus.
- Opportunities to earn additional income through incentives.
- Values-driven organization.
- USD salary
- Referral bonus
