Job OverviewWe are seeking an enthusiastic and dedicated Customer Experience Specialist proficient in Dutch to join our dynamic team. In this role, you will provide high-quality customer service to our global client base, assisting with inquiries and resolving issues across multiple channels such as chat, email, and phone.
Key ResponsibilitiesCustomer Support: Provide exceptional customer service in Dutch and English, assisting with orders, account setup, and general inquiries.Issue Resolution: Liaise between customers and partners to resolve order fulfillment, product, pricing, and quality issues.Communication: Interface with external shipping partners regarding tracking and customs clearance.Policy Adjudication: Evaluate and resolve customer disputes in accordance with company policies, including commissions, missing or damaged items, and reviews.Escalation Management: Identify and escalate issues beyond your scope to the appropriate department.Knowledge Utilization: Utilize internal tools and resources to provide accurate and timely information.Performance Standards: Achieve at least 92% customer satisfaction, with higher targets for live channels.Compliance: Adhere strictly to established policies and procedures.QualificationsLanguage Proficiency: Fluent or proficient in Dutch, with proficiency in English.Communication Skills: Excellent verbal and written communication abilities across multiple channels.Customer Service Experience: Previous experience in a customer-facing role is preferred.Technical Skills: Comfortable using CRM systems and other customer service software.Problem-Solving Abilities: Strong analytical skills with the ability to handle complex issues.Adaptability: Ability to work flexible hours to accommodate customers' local business hours.Team Player: Collaborative mindset with the ability to work effectively in a team-oriented environment.Education: High school diploma or equivalent.What We OfferOn-Site Amenities:Free Meals: Complimentary lunch and dinner prepared by professional chefs.Fitness Center: Access to a fully-equipped gym with various exercise classes.Health Services: On-site therapists and nurses are available for your well-being.Professional Growth: Opportunities for advancement and professional development.Collaborative Environment: Work with a diverse and inclusive team committed to excellence.Competitive Salary: Attractive compensation package with performance-based incentives.This is an on-site position, in Bogota.
HireHoratio is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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