Bilingual Customer Support Representative - English/Spanish (MCD)

Omniegroup

Northern (KY)

Hybrid

USD 32,000 - 52,000

Full time

14 days+

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Benefits offered by this job

Health insurance

Job summary

Omniegroup is seeking a motivated Customer Service Representative to support Shopify-based ecommerce operations and logistics. You will assist customers with orders, returns, and product inquiries, maintaining professional relationships and accurate records.

The role requires English and Spanish proficiency, experience in ecommerce support, CRM familiarity, and a collaborative, problem-solving mindset. This is a full-time position with a focus on improving customer experience and operational

Qualifications

Proficient in English and Spanish with strong communication skills.
2+ years in ecommerce customer service or similar role.
Knowledge of Shopify and order management processes.
Experience with CRM systems and live chat tools.

Responsibilities

Assist customers with orders, inquiries, and product information.
Provide timely updates on order status, shipping, returns, and refunds.
Interact via phone, live chat, and email with professionalism.
Collaborate with internal teams to ensure smooth order processing.
Document interactions in the CRM and seek process improvements.

Skills

Bilingual English/Spanish

Customer service

CRM software

Problem solving

Multitasking

Remote friendly

Education

High school diploma

Tools

Shopify

CRM systems

Live chat tools

Order management

Job description

Description

We are seeking a highly motivated and experienced Customer Service Representative to join our team. As a Customer Service Representative, you will play a crucial role in ensuring customer satisfaction and fostering positive relationships with our valued clients. In this role, you will be responsible for providing exceptional customer service support while leveraging your expertise in Shopify, ecommerce, logistics, and process improvement.

Responsibilities

Utilize expert knowledge of Shopify and ecommerce platforms to assist customers with their online shopping experience, order placement, and product inquiries.
Handle customer inquiries and concerns through various channels, including phone calls, live chat, emails.
Provide accurate, timely information to customers regarding order status, shipping, delivery, returns, and refunds.
Collaborate with internal teams to ensure efficient and seamless order processing and delivery.
Troubleshoot and resolve customer issues effectively, always demonstrating empathy and professionalism.
Identify opportunities for process improvements and work closely with the management team to implement changes that enhance the overall customer experience.
Maintain detailed records of customer interactions, inquiries, and resolutions in our CRM system.
Build and maintain strong relationships with clients, understanding their unique needs and providing personalized support and recommendations.
Stay up to date with product knowledge, industry trends, and best practices in ecommerce and customer service.
Collaborate with cross-functional teams to address customer feedback and communicate suggestions for product enhancements or service improvements.

Requirements

Must be proficient in both English and Spanish.
Proven experience (2+ years) as a Customer Service Representative or similar role, in an E-commerce or online retail environment.
In-depth knowledge of Shopify and other ecommerce platforms, including order management, inventory control, and payment processing.
Strong understanding of logistics and supply chain management, with the ability to track shipments and resolve delivery issues.
Exceptional communication skills, both written and verbal, with a friendly and professional demeanor.
Excellent problem-solving and decision-making abilities, with a focus on finding practical and efficient solutions.
Ability to handle multiple tasks simultaneously and prioritize workload effectively.
Proficiency in using CRM systems and other customer service tools.
Ability to work independently and as part of a team, with a positive attitude and willingness to learn and adapt.
Strong attention to detail and organizational skills, ensuring accurate and timely follow-up with customers.
Experience in process improvement and the ability to identify areas for operational efficiency.

Qualifications

Proven experience as an E-Commerce Customer Service Representative or similar customer support role.
Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
Strong problem-solving skills and a proactive approach to resolving issues.
Proficiency in using CRM software and other customer service tools.
Ability to multitask, prioritize, and manage time effectively in a remote work environment.
Empathetic and patient demeanor with a customer-centric mindset.

Education And Experience