Overview
Customer Service Representative Jobs in La Asunción District, Heredia, Costa Rica at BMNS
Title: Customer Service Representative
Company: BMNS
Location: La Asunción District, Heredia, Costa Rica
Position Overview:
We are a premium specialty food company with a portfolio of authentic Italian brands distributed across food service and retail channels throughout North America. We are seeking a motivated Customer Service Representative to join our team on a hybrid basis in Costa Rica. This role serves as the frontline of the customer experience, handling inquiries, resolving complaints, processing refunds, and ensuring a high level of service for grocery retail buyers, food service partners (restaurants), and direct-to-consumer customers. The ideal candidate is proactive, detail-oriented, and capable of working independently within established guidelines. This role requires strong English communication skills and the ability to manage multiple customer cases through an online portal and CRM system.
Key Duties and Responsibilities:
- Respond to customer inquiries via online portal and phone, supporting retail, food service, and direct-to-consumer customers.
- Process refunds, credits, and returns according to company policies.
- Handle customer complaints professionally and make decisions within established guidelines.
- Maintain accurate records of all customer interactions in CRM or ticketing systems.
- Coordinate with internal teams (sales, logistics, finance) to resolve order, shipping, and billing issues.
- Escalate complex cases while maintaining ownership until resolution.
- Identify recurring customer issues and communicate trends to management.
- Download and analyze reports from internal systems and summarize key findings for the team.
- Maintain basic tracking spreadsheets to support reporting and operational visibility.
- Ensure a high level of customer satisfaction across all communication channels.
Requirements:
Minimum Requirements:
- Valid passport and visa to travel to the United States for in-person training.
- 3+ years of experience in customer service, call center, or support roles.
- Strong English proficiency (spoken and written), including experience handling professional phone calls.
- Experience working with CRM or ticketing systems (e.g., Zendesk, Salesforce, HubSpot, or similar).
- Ability to work independently and make decisions within defined guidelines.
- Strong attention to detail and ability to manage multiple open cases simultaneously.
- Excellent communication and problem-solving skills.
Preferred Qualifications:
- Experience in food industry, distribution, logistics, retail, or B2B environments.
- Experience supporting North American customers.
- Exposure to order management or supply chain processes.
- Experience interpreting reports and summarizing data for non-technical audiences.
- Familiarity with KPI tracking or customer service metrics.
Key Skills and Competencies:
- Strong customer service orientation and empathy.
- Ability to manage multiple priorities in a fast-paced environment.
- Problem-solving and decision-making within structured guidelines.
- Clear written and verbal communication in English.
- Data interpretation and basic reporting skills.
- Organization and attention to detail.
- Ability to work autonomously with minimal supervision.
Additional Information:
- Availability to commute to La Asunción, Belén de Heredia.
- Work schedule: Monday to Friday, 7:00 a.m.–4:00 p.m. Full-time role; candidate must be flexible with working hours based on operational needs.
- Occasional extended hours and some Saturdays may be required.
- Salary paid in US dollar.
- Medical Expense Insurance.
- Solidarist Association.
- Strategic partnerships with educational institutions to offer courses, certifications, or degree programs at preferential rates.
Join our team! If you're ready to take on new challenges and contribute your expertise in a dynamic and professional environment, this is your opportunity.
