Customer Service Supervisor

Ensambles Hyson, S.A. de C.V.; Tijuana; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A customer service company in Tijuana, Baja California, seeks a Customer Service Representative to assist customers with online store inquiries. The ideal candidate will have excellent communication skills, E-Commerce experience, and the ability to work on weekends. Responsibilities include handling customer issues through various channels, providing training to teammates, and maintaining professional relationships with customers. This full-time position requires proactive problem-solving and multitasking abilities.

Formación

• Excellent verbal and written communication skills in English for customer interactions.
• Previous telephone customer service experience preferred.
• Experience with E-Commerce, CRM and ERP platforms is required.

Responsabilidades

• Resolve customer issues related to the online store over telephone, email, and chat.
• Train and coach team members on customer support.
• Maintain excellent relationships with customers through professional communication.

Conocimientos

Excellent communication skills

Proactive problem-solving

Multitasking ability

Educación

High school or technical degree

BS or BA degree in a technical or a related field

Herramientas

MS Office

E-Commerce platforms

CRM software

ERP platforms

Descripción del empleo

POSITION RESPONSIBILITIES

Primary responsibilities are to resolve customer issues related to the online store over the telephone, email, and chat on weekdays and weekends, provide training and coaching to other team members in supporting customers, and assist in data entry to customer service databases; this is a full-time position for our high-season call volume.

RESPONSIBILITIES INCLUDE:

• Assist Customer inquiries related to Online Store orders and technical specifications, including troubleshooting on irrigation products, through inbound calls and chat support.
• Coordinate efforts related to Online Store Chat Support
• Act as a liaison between internal departments to resolve Customer inquiries.
• Maintain an excellent relationship with Customers by assuring a professional, courteous communication in a prompt fashion.
• Enter data into the system regarding Customer orders, returns and credits adhering to Customers’ requests following company’s policies and procedures.
• Report to the proper channel any findings related to system issues and Customer complaints.
• Focus on continuous improvement and implement projects related to, efficiency, customer satisfaction, cost reduction or any other focus that will have a positive impact on Customers and the Company.
• Deliver training to Teammates.
• Support other projects within the Customer Service Group.

MINIMUM QUALIFICATIONS:

• Available to work on weekends.
• Excellent communication skills both written and verbal in English to communicate with External and internal customers, or other groups within the company
• Previous experience with E-Commerce, EDI, CRM and ERP platforms.
• Telephone customer service experience
• Ability to work in extended periods on the telephone helping customers, including customer follow up.
• Proactive problem – solving approach.
• Excellent judgment in ambiguous situations and creative problem solving; capable of handling various projects or tasks at the same time (multitasker)
• Experience with MS Office tools
• Require a high school or technical degree.

DESIRED QUALIFICATIONS:

• BS or BA degree in a technical or a related field
• Ability in working with high end technical troubleshooting support groups.
• Advanced computer skills
• Previous experience in Irrigation Systems
• Leadership and project management skills