Customer Experience Specialist

hace 1 semana

Bogotá, Bogotá D.E., Colombia Horatio A tiempo completo
Job Overview

We are seeking a highly skilled and dedicated Customer Experience Specialist to join our dynamic team. In this role, you will provide exceptional customer service to our global client base, assisting with inquiries and resolving issues across multiple channels.

Key Responsibilities
  • Customer Support: Provide top-notch customer service in Italian and English, assisting with orders, account setup, and general inquiries.
  • Issue Resolution: Collaborate with customers and partners to resolve order fulfillment, product, pricing, and quality issues.
  • Communication: Interface with external shipping partners regarding tracking and customs clearance.
  • Policy Adjudication: Evaluate and resolve customer disputes in accordance with company policies, including commissions, missing or damaged items, and reviews.
  • Escalation Management: Identify and escalate issues beyond your scope to the appropriate department.
  • Knowledge Utilization: Leverage internal tools and resources to provide accurate and timely information.
  • Performance Standards: Achieve at least 92% customer satisfaction, with higher targets for live channels.
  • Compliance: Adhere strictly to established policies and procedures.
Qualifications
  • Language Proficiency: Fluent or proficient in Italian, with proficiency in English.
  • Communication Skills: Excellent verbal and written communication abilities across multiple channels.
  • Customer Service Experience: Previous experience in a customer-facing role is preferred.
  • Technical Skills: Comfortable using CRM systems and other customer service software.
  • Problem-Solving Abilities: Strong analytical skills with the ability to handle complex issues.
  • Adaptability: Ability to work flexible hours to accommodate customers' local business hours.
  • Team Player: Collaborative mindset with the ability to work effectively in a team-oriented environment.
  • Education: High school diploma or equivalent.
What We Offer
  • On-Site Amenities:
    • Free Meals: Complimentary lunch and dinner prepared by professional chefs.
    • Fitness Center: Access to a fully-equipped gym with various exercise classes.
    • Health Services: On-site therapists and nurses available for your well-being.
  • Professional Growth: Opportunities for advancement and professional development.
  • Collaborative Environment: Work with a diverse and inclusive team committed to excellence.
  • Competitive Salary: Attractive compensation package with performance-based incentives.

This is an on-site position, in Bogota.

HireHoratio is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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