Wellness Guide I (Customer Care Representative) (Contract)

Maryruth'S; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A wellness company in Veracruz, Mexico, is seeking a Customer Care Representative to assist customers through various communication channels. The role involves answering queries, handling orders, and providing product recommendations while ensuring customer satisfaction. The ideal candidate has strong problem-solving skills, relevant customer support experience, and proficiency in the MS Office Suite. This is a temporary, full-time, remote position with variable shifts available.

Formación

• Relevant customer support experience.
• Detailed understanding of the full MS Office Suite.
• Extreme competency at solving problems collaboratively.

Responsabilidades

• Answer customer questions and concerns via phone, text, or chat.
• Process refunds, replacements, and orders.
• Help customers track their orders.

Conocimientos

Customer support experience

Problem-solving

Communication skills

MS Office Suite proficiency

Familiarity with CRM/software platforms

Descripción del empleo

The Wellness Guide I/Customer Care Representative will be responsible for, but not limited to the following, answering customer questions, attending to customer concerns, processing refunds, replacements, & orders, making product recommendations, helping customers track their order through chat, text, & phone call. The position will be directly supporting the Customer Experience Department. The job requires a detailed understanding of the full MS Office Suite & Internet software, such as Customer Relationship Management & eCommerce platforms, extreme competency at solving problems collaboratively, & relevant customer support experience in the past. This job is a temporary (contract), hourly, full-time (40hr/wk), paid, remote position with a compensation of MXN $****** per hour. This temporary role will run from October 6, **** - February 28, ****.

After onboarding, contractors will work one of the following shifts:

• 8am to 5pm EST - Monday through Friday
• 12pm to 9pm EST - Monday through Friday
• 1pm to 10pm EST - Monday through Friday

Responsibilities

• Follow communication procedures, guidelines, & policies.
• Talk with customers by phone, text, or web chat regarding product information, order questions, or changes in subscription service.
• Assist with the placement of orders, refunds, or exchanges.
• Proficient in taking payment information & other pertinent information such as addresses & phone numbers.
• Reach out to customers & verify account information via phone call or text.
• Maintain customer confidence & protect operations by keeping sensitive information confidential.
• Capable of managing large amounts of incoming calls or open tickets.
• Identify & assess customers' needs to achieve customer satisfaction; go the extra mile to engage customers.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting & explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Adjust complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
• The ability to identify with the feelings of others to communicate clearly, accordingly, & effectively both verbally & in other forms.
• Handle complaints, provide appropriate solutions & alternatives within the time limits & follow up to ensure resolution.
• Ability to explain to customers the support processes within the organization.
• Capable of taking on new skills quickly to provide direct support to customers.
• Build sustainable professional relationships of trust through open & interactive communication.
• Provide accurate, valid, & complete information by using the right methods/tools.
• Contributes to team effort by accomplishing related tasks as needed.
• Other responsibilities as assigned.