CUSTOMER EXPERIENCE SPECIALIST
Descripción de la oferta de empleo
the specialist will work within a team to ensure an exceptional customer experience from pre-purchase to post-delivery.
key responsibilities.
customer support.
handle inbound customer inquiries via phone, chat, and email professionally and promptly using zendesk.
ensure proper categorization and tagging of customer inquiries.
order management.
manage daily tasks including checking dimensions, approving templates, providing tracking updates, and liaising between customers and the production team.
product expertise.
serve as a product expert, providing detailed information on custom-made-to-order hot tub covers, offer measuring support, and identify and capitalize on cross/upsell opportunities to build the best cover possible.
order processing.
place and amend orders in the e-commerce backend (shopify).
issue resolution.
research and resolve order issues (e.
., lost, damaged, incorrect dimensions) and liaise with third parties to file claims when necessary.
return management.
generate return merchandise authorizations (rmas).
warranty management.
request and assess required pictures and background information from customers on new and existing warranty claims.
collaborate with the production team to provide appropriate solutions (remake, discount on new cover, etc.).
channel maintenance.
monitor and maintain accurate inventory, pricing, and status across e-commerce channels.
internal communication.
communicate with company departments to gather and share key information on potential risks.
content management.
update and expand product content, including specs, templates, related parts, and features.
request new content as needed (ie.
macros, faqs, product page updates) process improvement.
identify and assist in resolving product, channel, or process issues in collaboration with the director.
Detalles de la oferta
- Robert's enterprises, s. de r.l. de c.v.
- 13/09/2024
- 12/12/2024
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