In this role you will answer incoming customer calls, chats and emails, take orders, answer inquiries and questions, troubleshoot problems and provide information and solutions in a timely and professional manner providing excellent customer service with each and every interface.
What You’ll Do:
Handle customer inquiries in a timely, professional, and friendly manner, adhering to the service level requirements.
Resolving customer issues and complaints, processing orders and returns, providing product information, and ensuring overall customer satisfaction.
Achieve and maintain rapport with both internal and external customers and work to provide the best possible service. Find ways to “delight” customers.
Process warranty claims and refund requests in a timely and accurate manner, adhering to Speck service levels, policies and procedures.
Transact receipts into our ERP system for returned materials and create replacement orders within 24 hours of receipt of return.
Provide administrative support for the Customer Service team as needed.
Manage escalated customer issues with professionalism, tact and sound judgment to ensure a satisfactory resolution.
Provide reports to management as required.
Use business computer and corporate databases to research and retrieve information and manage sales and warranty activity in a timely fashion.
What you need to have:
College degree or equivalent experience required.
A minimum of 2 years experience in a similar position with a demonstrated ability to communicate effectively through telephone, email and live chat. Must have a passion for customer service!
Proficient in relevant computer applications – MS Office (Outlook, Excel, Word); experience with ERP systems, Freshdesk, Shopify and Net Suite.
Knowledge of customer service principles and practices.
Must be a strong customer advocate, willing to go the extra mile to ensure customer satisfaction.
Ability to quickly assimilate and apply relevant product knowledge to solve customer challenges.
Strong teamwork and interpersonal skills are required.
Knowledge of Apple products and/or experience with mobile devices (smartphones, Mac Books and tablets) is preferred.
Organizational skills
Attention to detail.
Sense of urgency
7:00 am - 5:00 pm
Los Pinos, Tijuana
