Tipo de Contrato: Tiempo Completo Salario: $2.900.000
Role Overview
We are seeking a Bilingual Customer Experience Specialist with exceptional communication skills to provide support to our customers primarily via phone and live chat. This role is key in ensuring customer satisfaction, resolving issues efficiently, and contributing ideas for continuous improvement in our service processes.
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Key Responsibilities
Customer Support
• Manage inbound calls and live chats in English with professionalism and empathy.
• Handle inquiries regarding orders, shipping, returns, refunds, and products.
• Aim for first-contact resolution, ensuring high levels of customer satisfaction.
Multichannel Management
• Manage interactions from platforms such as Shopify Plus, Amazon, Walmart, and other marketplaces.
• Use CRM/Helpdesk tools (Zendesk, Gorgias, or similar) for case tracking, ticket management, and documentation.
Quality & Continuous Improvement
• Identify patterns and opportunities to optimize service processes.
• Participate in ongoing training to enhance skills and product knowledge.
• Contribute to the creation of guides, macros, and templates to streamline customer service.
Customer Insights & Analysis
• Collect and report customer feedback, complaints, and suggestions.
• Monitor and achieve KPIs such as NPS, CSAT, average response time, and first-contact resolution rate.
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Requirements
Experience
• 2+ years in customer service or support roles in eCommerce or digital retail.
• Proven experience in phone and live chat support.
• Degree in Engineering, Business Administration, or related fields.
Languages
• Advanced English (able to manage calls and chats fluently with international customers).
Technical Skills
• Proficiency in CRM/Helpdesk tools such as Zendesk, Gorgias, Freshdesk, or similar.
• Basic understanding of logistics processes related to digital sales channels.
Soft Skills
• Clear, empathetic communication skills.
• Strong customer and results orientation.
• Ability to prioritize in high-demand environments.
• Commitment to continuous improvement and learning.c
