Customer Experience Liaison

hace 1 mes

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

We are a dynamic team seeking an enthusiastic and dedicated professional to join our organization as a Customer Experience Liaison. Located in Bogota, this role offers a unique opportunity for growth and development.

Job Overview

This is an on-site position responsible for providing exceptional customer service to our global client base. As a Customer Experience Liaison, you will assist with inquiries, resolve issues, and communicate with customers across multiple channels.

Responsibilities
  • Customer Support: Provide high-quality customer service in English and German, assisting with orders, account setup, and general inquiries.
  • Issue Resolution: Liaise between 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: Utilize 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.
Requirements
  • Language Proficiency: Fluent or proficient in German, 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 are 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: This position offers an estimated salary of $45,000 per annum, with performance-based incentives.

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