NPA Call Specialist – Costa Rica (US Market Focus)

The NPA Call Specialist is responsible for conducting outbound Net Promoter Alert (NPA) calls to US-based customers only.

Although located in Costa Rica, the specialist operates fully aligned to US service expectations, culture, and business standards. 
The role is on a remote basis so it’s needed, laptop, dock in, 2 monitors, headset, mouse and keyboard.
Key Responsibilities


* Customer Outreach (US Market Only)
+ Conduct outbound NPA calls to US customers exclusively 
+ Follow US communication standards and customer-service etiquette (professional tone, clear language, concise explanation).
+ Use English primarily; Spanish only if requested by the US customer.
+ Process shipments sent by the DGF ocean import/export operations
+ Dispatch orders to truckers (if needed)
+ Provide service on the shipments moving with ICC.
+ Admin tasks for Accounting Payables


* Issue Investigation & Resolution
+ Gather details of the customer experience
+ Coordinate with US-facing operations, customer service teams, last-mile partners, and sales as needed.
+ Escalate urgent US shipment issues (e.g., delays, customs risks, time critical deliveries).


* Case Documentation & Systems
+ Log all case details in the company VOC tool. 
+ Maintain documentation standards aligned with US operational and compliance expectations.


* Compliance & Quality Standards
+ Follow US call-handling guidelines, privacy standards, and regional disclaimers.
+ Respect US "Do Not Call" and customer communication preferences.
+ Maintain high call quality: empathy, accuracy, professional tone, and compliance.

Required Qualifications
• Fluent English — required for US customers.
• Fluent Spanish — for team communication or when a US customer prefers Spanish.
Education & Experience
• 1–3 years in Customer Service, CX, case handling, or logistics support.
• Experience supporting US customers strongly preferred.
• Familiarity with supply chain/logistics (nice to have).
Skills
• Excellent verbal communication tailored to US customer expectations.
• Strong listening, problem-solving, and de-escalation skills.
• Professional writing for US audience (case notes, emails, follow-up summaries).
• Solid judgment on when to escalate US shipment or service issues.
• Time management across US time zones (ET, CT, MT, PT).
Technical Skills
• Comfortable with Microsoft Teams, Outlook, Excel