Customer Care & Design Specialist

Role mission: We are seeking a talented and customer-focused Customer Service Representative with strong skills in design. In this position, you will play a vital role in ensuring that our customers have a seamless and satisfying experience with our online printing services. You will be the first point of contact for our US clients, addressing inquiries, resolving issues, and providing guidance on our products and services. Your ability to incorporate design expertise will enhance our customer support by delivering visually engaging content, from troubleshooting guides to custom solutions tailored to client needs. Your dedication to delivering exceptional customer service will contribute to our company's continued success and reputation. Assigned responsabilities : Provide courteous and efficient assistance to customers via various channels including phone, email, tickets and live chat, addressing inquiries, order-related questions, and concerns. Assist customers in providing preliminary information about the product catalog. Maintain a comprehensive understanding of our products and services, helping customers choose the right options and providing information on product specifications and customization. Support customers in placing orders, modifying existing orders, and ensuring accurate order details, pricing, and shipping information. Assist customer with file checking, correction, adapting to the product features selection and ensuring their projects/design meet the internal printing standards Investigate and resolve customer issues/complaints, including order discrepancies, file upload errors, damaged products, payment options inquiries or delivery delays, with a focus on timely resolution and customer satisfaction. Assist customers with any technical issues related to our online ordering platform, guiding them through the process and troubleshooting as needed. Ensure that all customer interactions meet or exceed company standards for quality, professionalism, and customer satisfaction. Gather customer feedback, suggestions, and complaints, and share insights with the relevant teams to improve our products and services continually. Maintain accurate records of customer interactions, orders, and issues in our CRM system (Zendesk). Maintain a commercial approach to customer interactions, aiming to grow the brand and improve customer satisfaction. Requirements /Skills : Design Proficiency: Hands-on experience with design software (e.g., Adobe Creative Suite). Strong understanding of typography, color theory, and layout design. Ability to understand file issues and provide support. Strong knowledge in printing processes is a plus. Customer Service Expertise: Previous experience in customer service or a similar role is a plus. Strong problem-solving and conflict resolution skills. Ability to handle customers’ inquiries while maintaining a positive attitude. Communication Skills: Excellent command of American English, verbal and written communication. Strong understanding of American culture. Ability to explain complex ideas clearly and concisely. Empathy and active listening skills to connect with diverse clients. Positive approach to solving problems. Excellent command of Spanish is a plus Technical Skills: Experience in using customer support software and tools (CRM systems: e.g., Salesforce, Zendesk). Proficiency in Microsoft Office. Soft Skills: Knowledge of e-commerce or SaaS platforms Strong organizational and multitasking abilities. High attention to detail and customer-oriented mindset. Team-oriented mindset and the ability to collaborate cross-functionally. Ability to multitask in a fast-paced environment. Flexibility to work in shifts, including night shifts, to cover the US time zones. Highly motivated with a strong drive to grow the brand and enhance the customer experience.