Customer Service Director at Gofor Delivers improving operational efficiencies and customer experience within hybrid logistics. Collaborating with sales and operations to drive success across processes.
About the role
- Customer Service Executive handling Spanish market inquiries in a dynamic company. Providing best in class service via multiple channels while managing B2B partnerships.
Responsibilities
- Support the customer and work on upsell during exchange and order process
- Effectively manage incoming contacts from customers & partners by any channel: phone, e-mail, chat, social media
- Provide a professional service to support customer & partners to be more self-efficient
- Record specific details of customer & partner contacts & ensure actions taken on each and every case
- Research answers or solutions as needed within our policies & help to identify improvement areas
- Effective complaint handling to meet instant satisfaction
- Ensure Partners are aware of the latest Smartbox innovations as a means to driving partner engagement and satisfaction
- Keep the schedule adherence to a tee to support the colleagues and customers to your best ability
- Work with the management team to stay updated on product knowledge and be informed of any changes in company policies and process
- Work effectively with the team to deliver and exceed KPI’s for quality and quantity & to support brand development
Requirements
- Good communication skills – verbal and written - in English
- Fluent communication skills – verbal and written - in Spanish
- Recent Customer Service experience (in a contact centre environment preferably) or B2B support experience
- Strong organizational, time management and problem solving skills
- Detail orientated
- Customer, partner and solution oriented with a professional approach
- Enthusiastic, logical, proactive, curious, flexible and positive attitude
- Ability to exercise independent judgment on situations
- Ability to understanding complex information and processes
- Ability to work in a fast paced environment
- Ability to handle calls, emails, social media or webchats and take notes at the same time
- Team player with ability to build and maintain relationships both internal & external
Benefits
- Fixed schedule
- Hybrid working model
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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