Customer Experience Professional

hace 1 día

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

We are seeking a highly skilled and dedicated individual to join our dynamic team as a Customer Experience Professional. This role requires proficiency in Dutch and excellent communication skills.

The successful candidate will provide high-quality customer service to our global client base, handling inquiries and resolving issues across multiple channels such as chat, email, and phone.

Key Responsibilities:
  1. Customer Support: Provide exceptional customer service in Dutch and English, assisting with orders, account setup, and general inquiries.
  2. Issue Resolution: Liaise between customers and partners to resolve order fulfillment, product, pricing, and quality issues.
  3. Communication: Interface with external shipping partners regarding tracking and customs clearance.
  4. Policy Adjudication: Evaluate and resolve customer disputes in accordance with company policies, including commissions, missing or damaged items, and reviews.
  5. Escalation Management: Identify and escalate issues beyond your scope to the appropriate department.
  6. Knowledge Utilization: Utilize internal tools and resources to provide accurate and timely information.
  7. Performance Standards: Achieve at least 92% customer satisfaction, with higher targets for live channels.
  8. Compliance: Adhere strictly to established policies and procedures.
Required Skills and Qualifications:
  • Language Proficiency: Fluency in Dutch, 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: Complimentary lunch and dinner prepared by professional chefs, access to a fully-equipped gym with various exercise classes, and 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: An attractive compensation package with performance-based incentives, estimated to be around $55,000 per year, depending on location and experience.

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