Bilingual Customer Support (Spanish & English)

8-5 PM

Within 1-2 months

Responsibilities:

Customer Interaction:

Respond to customer queries via email, chat, social media, and phone in a timely and accurate manner.

Handle complaints, provide appropriate solutions within a time limit, and follow up to ensure resolution.

Provide product and service information, assist with placement of orders, refunds, or exchanges.

Problem Solving:

Use critical thinking to identify the root cause of issues and provide solutions that are in line with company policies and benefit the customer.

Collaborate with cross-functional teams to address and resolve product or technical issues.

Feedback and Continuous Improvement:

Gather feedback from customers and share insights with the team to help improve products, services, and processes.

Stay updated with company offerings, policies, and best practices.

Maintain Professionalism:

Ensure all written and verbal communication is clear, polite, and professional.

Stay composed and empathetic in all customer interactions, even when facing challenging or demanding situations.

Administrative Duties:

Maintain records of customer interactions, transactions, comments, and complaints.

Utilize customer relationship management (CRM) systems and tools effectively, with a preference for those experienced with Kustomer CRM.

Customer service experience with proven ability to handle multi-channel inquiries (email, chat, social media, phone), resolve complaints professionally, and maintain composure under pressure.

Experience with process improvement, cross-functional collaboration, gathering customer feedback, and staying current with product/service updates.

CRM systems (Kustomer CRM preferred), email platforms, chat/messaging tools, and social media management platforms.