Job Overview We are seeking an enthusiastic and dedicated Customer Experience Specialist proficient in German 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 Responsibilities Customer Support: Provide exceptional customer service in German 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. Qualifications Language Proficiency: Fluent or proficient in German , 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 Offer On-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. Powered by JazzHR
