Customer Service Representative (Phone Team) in Costa Rica

Job Description:

Join our Team! DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!

Who is DEXIS and why should you join the team?

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.

We also offer:

Competitive Pay and Bonuses.

Vacation, Sick leave, and Paid Holidays.

Employee Referral Program

Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave

Medical, Dental, and Vision Insurance Benefits

Community involvement opportunities & employee appreciation events.

Where are we?

Located in UltraPark I, La Aurora, Heredia.

The primary function of this position is to respond to order inquiries, process return labels, and to advise on warranty questions . Additional responsibilities include receiving and making outbound customer calls including corresponding via email , managing customer and equipment data and effective use of resources, systems , and databases .

Departmental hours of operation are Monday – Friday, 7:00am – 4:00pm Central Time in support of US/Canadian customers.

Essential duties and responsibilities:

Provi de world-class customer service, response time and follow through to internal and external customers

Engage with customers in a friendly and professional manner while actively listening to their concerns

Works directly with external and internal customers either by telephone, electronically or in-person , coordinating information with teams, departments and dealer partners

Effectively manage workload to meet customer expectations and organization’s goals.

Timely processing of transactions and responses to inquiries

Follow s documented procedures

Ability to de-escalate customer situations in order to obtain first call resolution (FCR).

Accurate use of systems and databases to enter, manage and maintain customer equipment, to research inquiries and to respond to requests

On applicable product lines, records customers product quality complaints according to complaint handling guidelines and SOP, forwarding to the quality department for further documentation & processing.

Other duties as assigned

Job Requirements:

Excellent written and verbal communication skills are needed as well as proficient in MS Word and Excel. Excellence in accu racy and attention to detail. Strong problem-solving and decision-making skills with the ability to handle a variety of customer situations. Ability to work standard departmental hours of 40 hrs /per week, in addition to holidays and overtime as needed .

Minimum requirements

H igh School Diploma or equivalent

1-3 years’ experience in a customer service-related field

B2 proficiency level in English speaking as defined by the CEFR scale

Preferred requirements

Associates degree

2+ years of contact center experience

Experience with Customer Relationship Management Systems (CRM)

Operating Company:

DEXIS

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista’s internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.

Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists’ clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.

Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com .