Customer Service Associate - Bilingual
Job Summary:
Under general supervision, the Customer Experience Specialist (CES) is the point of contact for all company/customer questions, product inquiries, and order status. All CESs are to handle customers in a professional manner which creates customer loyalty by providing service that exceeds customer expectations.
Job Expectations:
Work directly with customers via e-mail, phone, chat, and social media
Work with warehouse and/or logistics partner companies to resolve inquiries & exceptions
Respond promptly to all customer inquiries
Obtain and evaluate all relevant information to handle inquiries and complaints
Handle and resolve customer complaints
Manage customer accounts
Record customer contacts: comments, details, and action taken
Communicate and coordinate with internal departments
Follow-up on customer interactions
Process RMAs
Escalate customer issues as necessary for timely resolution
Knowledge, Skills, and Abilities:
Required:
A professional, positive, and enthusiastic attitude – customer centric
Bi-lingual – English + Spanish or Arabic or Portuguese
Interpersonal skills
Communication skills - verbal and written
Listening skills
Problem analysis and problem solving
Attention to detail and accuracy
Knowledge of customer service principles and practices
Computer literate – Gmail, MS Office (Word & Excel)
Ability to type 40 WPM
Adaptability
Initiative
Stress tolerance
Willing to work weekends and different shifts
Experience Requirements:
- Generally requires a minimum of two (2) years related experience, typically in a contact center environment.
Education Requirements:
- High school diploma required. Associate’s degree preferred or a combination of education and equivalent experience.
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