Customer Representative (Spanish/Italian Speaker)

Customer Representative (Spanish/Italian Speaker)

We are seeking a dedicated E-Commerce Customer Support Specialist to manage omnichannel customer interactions across leading online platforms including Amazon, eBay, Wayfair, Walmart, and others. This role involves working in rotational shifts to ensure continuous coverage: Day Shift (9:00 AM - 6:00 PM) and Night Shift (8:00 PM - 4:30 AM). The ideal candidate will deliver exceptional multilingual support while adhering to service-level agreements (SLAs) and driving customer satisfaction.

Key Responsibilities:

1. Acquire in-depth knowledge of company products, operational protocols, and service standards to provide accurate, policy-compliant resolutions.
2. Efficiently manage customer communication channels (messages, emails, return requests, refunds) across multiple e-commerce platforms, ensuring timely responses in English, Spanish, or Italian within predefined SLA windows.
3. Diagnose and resolve product/service-related issues through systematic troubleshooting, balancing customer needs with business objectives.
4. Maintain up-to-date knowledge of company products/policies.

Qualifications & Skills:

1. Full professional fluency in written English, plus Spanish or Italian (C1 level or equivalent), with the ability to convey technical information clearly and empathetically.
2. Self-motivated, highly organized professional with a strong orientation to detail and ability to prioritize tasks in a fast-paced environment.
3. Demonstrated problem-solving skills with a customer-centric approach to conflict resolution and complaint management.