Remote Customer Experience Champion

Doorstead, Inc.; Buenos Aires; A distancia; ARS 1.000.000 - 1.800.000; Jornada completa

Descripción de la vacante

Doorstead, Inc. is seeking a Customer Experience Specialist to provide day-to-day support for OCASA Life Sciences. You will manage inquiries, service requests, and operational issues through the ticketing system, coordinating with internal teams to resolve cases efficiently.

Responsibilities include documenting progress, meeting response times, and escalating critical issues when needed. Prior experience in logistics or regulated environments is a plus.

Formación

• English proficiency is mandatory, with strong communication skills.
• Experience in customer service or support, preferably in logistics.
• Experience in managing tickets, tracking cases, or using CRM tools.
• Ability to multitask and prioritize urgent requests.
• Strong organizational skills and attention to detail.
• Ownership of assigned cases through closure.
• Studies in Logistics, International Trade, or Business Administration preferred.
• Experience in pharmaceutical logistics or regulated environments is a plus.

Responsabilidades

• Receive, log, and manage customer support tickets related to inquiries, service requests, and operational issues.
• Assess each case, gather information, and prioritize requests based on urgency and customer impact.
• Resolve requests within the role’s scope and coordinate with Operations, Transportation, Quality, and other internal teams when additional support is needed.
• Keep customers informed of case progress, actions taken, and next steps.
• Promptly escalate critical issues or situations that could disrupt service.
• Follow up on tickets through resolution and accurately document case closure.
• Maintain complete and current records of customer interactions, actions, and solutions.
• Meet established response and resolution times while following internal procedures.
• Identify recurring issues and share improvement opportunities to streamline support and prevent repeat incidents.

Conocimientos

Customer service

Ticket management

Multitasking

Communication

Microsoft Office

Case ownership

Attention to detail

Educación

Logistics studies

International Trade studies

Business Administration studies

Herramientas

CRM systems

Microsoft Office

Descripción del empleo

Doorstead, Inc. is seeking a Customer Experience Specialist to provide day-to-day support for OCASA Life Sciences. You will manage inquiries, service requests, and operational issues through the ticketing system, coordinating with internal teams to resolve cases efficiently.

Responsibilities include documenting progress, meeting response times, and escalating critical issues when needed. Prior experience in logistics or regulated environments is a plus.