Especialista en Experiencia del Cliente para Plataforma de E-commerce Global

Placements24; Oaxaca de Juárez; Hybrid; MXN 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Fully remote position

Health insurance benefits

Employee discounts

Job summary

Placements24 is seeking a Customer Experience Specialist for a fully remote role based in Mexico. You will be the voice of the customer, addressing inquiries, guiding purchases, and improving self-service resources while collaborating with cross-functional teams to enhance the overall shopping experience.

The role requires strong Spanish communication, familiarity with e-commerce platforms, and the ability to work effectively in a remote environment.

Qualifications

• Experience in customer service, preferably in e-commerce or online retail.
• Excellent written and verbal communication in Spanish; English is a plus.

Responsibilities

• Provide outstanding customer support via email, chat, and social media across orders, products, shipping, and returns.
• Troubleshoot and resolve issues, escalating complex cases as needed.
• Guide customers through purchasing and product usage.
• Identify trends in inquiries to suggest improvements to products and website usability.
• Maintain knowledge of products, policies, and procedures.

Skills

Customer service experience

Spanish fluency

English advantageous

E-commerce operations knowledge

Multitasking

Remote working

Education

High school diploma or equivalent

College degree (preferred)

Tools

Zendesk

Intercom

Job description

About the Role

Our client, a thriving e-commerce platform with a global reach, is looking for a dedicated Customer Experience Specialist to join their fully remote team. This position is critical for ensuring our online customers receive unparalleled support and have a seamless shopping experience. You will be the voice of the customer, proactively addressing their needs, resolving issues, and gathering feedback to drive continuous improvement. As a remote-first organization, we empower our employees with the flexibility and resources to excel from anywhere in Mexico. This is a prime opportunity to shape the customer journey for a rapidly expanding digital brand.

Key Responsibilities

• Provide exceptional customer support through various channels, including email, chat, and social media, addressing inquiries about orders, products, shipping, and returns.
• Troubleshoot and resolve customer issues efficiently and empathetically, escalating complex problems as needed.
• Guide customers through the online purchasing process and product usage, offering helpful advice and solutions.
• Proactively identify trends in customer inquiries and feedback to suggest improvements to products, services, and website usability.
• Maintain up-to-date knowledge of company products, policies, and procedures.
• Contribute to the development of FAQs, knowledge base articles, and other self-service resources.
• Collaborate with cross-functional teams (e.g., marketing, logistics, development) to enhance the overall customer experience.
• Strive to exceed customer expectations and foster brand loyalty through positive interactions.

Requirements

• Previous experience in customer service or a related role, preferably within e-commerce or online retail.
• Excellent written and verbal communication skills in Spanish. Proficiency in English is a significant advantage.
• Strong understanding of online retail operations and customer service best practices.
• Proficiency with e-commerce platforms and customer support software (e.g., Zendesk, Intercom).
• Ability to multitask, prioritize, and manage time effectively in a remote work environment.
• A customer-centric mindset with a passion for problem-solving and delivering outstanding service.
• High school diploma or equivalent; a college degree is a plus.
• Must possess a reliable internet connection and a suitable home office setup.

Benefits

• Competitive salary and potential for performance-based bonuses.
• Fully remote position offering significant work-life balance.
• Comprehensive health insurance benefits.
• Opportunities for professional growth and skill development in the e-commerce sector.
• A collaborative and innovative company culture.
• Generous employee discounts on our product range.
• Paid time off and holidays.
• Access to a supportive remote work infrastructure.