Customer Experience Specialist

hace 2 meses

Bogotá, Colombia Hire Horatio CX A tiempo completo
Job Overview

We are seeking an enthusiastic and dedicated Customer Experience Specialist proficient in German to join our dynamic team. In this role, you will provide high-quality customer service to our global client base, assisting with inquiries and resolving issues across multiple channels such as chat, email, and phone.

Key Responsibilities
  • Customer Support: Provide exceptional customer service in German and English, 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.
Qualifications
  • 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: 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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