Customer Service Agent

We are looking for an energetic and customer-oriented professional who will join the Customer Service team. You will report to the Customer Service Manager.

Your Mission:

• Respond to customer inquiries about order status, returns, delivery issues and product support, from the different brands
• Maintain excellent customer service standards through problem-solving, ownership over any customer issue
• Maintain quality score and other KPIs communicated by management
• Data entry and research as required to troubleshoot customer issues
• Ensure that customers are satisfied with products
• Escalate queries and concerns as per the documented processes
• Follow brands processes, guidelines and policies accurately and efficiently
• Manage ongoing customer relationships utilizing our CRM Tools
• Back office tasks such as refunds

Requirements

• >3 years of experience
• Goal-oriented, self-motivated and able to meet deadlines
• Communicate effectively, both verbally and in writing, conveying enthusiasm and courtesy
• Have worked in a fast-paced environment and ability to multitask
• Have the ability and desire to learn quickly
• Knowledge of CRM Tools (Zendesk, Intercom, Gorgias…)
• English and Spanish - other languages are plus