Customer Service Representative

Customer Service Representative - Remote Position (Mexico) Summary: Our mission is to help customers save time and money when purchasing commercial kitchen equipment and supplies by providing a customer-centric shopping experience and through leveraging our industry buying power. We are seeking an Customer Service Representative to work collaboratively in assisting our best-in-class sales team and e-commerce store. This position involves expertise in providing exceptional customer service, resolving customer inquiries, and ensuring customer satisfaction through effective communication and problem-solving skills. The ideal candidate is tech-savvy, able to create training materials, excellent prioritization skills; capable of multitasking without stress and team-oriented, always ready to support colleagues. Responsibilities: Provide exceptional customer service by promptly addressing and resolving customer inquiries and concerns. Maintain a positive and professional demeanor while interacting with customers via phone, email, and chat. Identify and escalate complex issues to the appropriate departments for resolution. Ensure customer satisfaction by following up on issues and providing timely updates. Document customer interactions and transactions in the customer service database. Collaborate with team members to improve processes and enhance the customer experience. Assist in training new customer service representatives and share best practices. Stay updated on product knowledge and company policies to effectively assist customers. Required Skills: Minimum of 5+ years of experience in customer service or a related field. Bachelor’s degree is preferred. Proven experience in resolving customer inquiries and providing exceptional customer service. Strong understanding of customer service principles, practices, and standards. Excellent proficiency in English; must be able to speak and write fluent English. Ability to work effectively with all organizational levels and build strong relationships. Demonstrated ability to manage multiple tasks and priorities in a fast-paced environment. Certification in customer service or related areas is a plus. US Based Hours Requirement: This position is fully remote. However, due to the urgent and fast-paced nature of processing orders, we require that the working hours strictly align with 9:00 AM to 6:00 PM EST. This schedule ensures effective communication and collaboration with the rest of the team and allows for prompt responses to the dynamic requirements of our operations. Adhering to these hours is crucial for maintaining workflow and supporting our commitment to excellent service delivery. Why work with us? We genuinely believe that what you do and where you work matters. The opportunity to grow and build new relationships in a friendly environment makes it fulfilling and exciting to come to work each day. Perks: Virtual position with a flexible schedule and freedom. Special pricing on all our commercial kitchen equipment and supplies.. Benefits: Paid vacation 15-day annual Aguinaldo IMSS, INFONAVIT & SAR Paid statutory holidays Remote work flexibility