Bilingual Customer Support Specialist

Wayfair; Boston (MA); Vor Ort; USD 42.000 - 54.000; Vollzeit

Benefits dieser Stelle

Health insurance

401(k) plan with company match

Paid time off and holidays

Parental leave

Training reimbursement

Employee discount

Volunteer day

Zusammenfassung

Wayfair is seeking a Customer Care Associate to handle a high volume of inquiries with empathy, clear communication, and problem-solving from a home office. You will resolve order questions, coordinate shipping, returns, and replacements, and provide human-centered support to customers via phone, chat, and email.

The role emphasizes reliability, attendance, and consistency in delivering excellent service while meeting performance metrics and collaborating with cross-functional teams.

Qualifikationen

• Must be 18 years of age or older.
• Fluency in both Spanish and English (reading, writing, and speaking).
• Possession of a college diploma, GED, or equivalent.
• Dedicated home office with a broadband connection; Wi-Fi not permitted.
• Quiet, distraction-free workspace free from roommates, pets, or noisy environments.

Aufgaben

• Address a high volume of customer contacts, handling an average of 50-60 phone calls per shift in a fast-paced environment.
• Assist customers in navigating a range of order-related issues, including shipping questions, damages, returns, replacements, assembly assistance, and order notifications.
• Resolve customer problems using internal resources without relying on scripts or canned responses, providing a genuine human-to-human interaction.
• Demonstrate reliability through attendance and punctuality, ensuring the team is fully staffed throughout each shift.
• Maintain a proactive and clear verbal exchange, planning each conversation for maximum efficiency.
• Meet and exceed performance metrics, including customer satisfaction scores and first-contact resolution rates.
• Interact with customers via inbound phone, chat, and email, exhibiting active listening and empathy to fully understand and address their concerns.
• Use conflict-resolution skills to de-escalate customer issues and keep a calm, professional demeanor while offering suitable solutions.
• Apply analytical thinking to ensure optimal resolution to each issue within the first contact.
• Multi-task effectively across multiple browsers, tabs, tools, and screens to expedite issue resolution.
• Identify system or process improvement opportunities and provide feedback to management, contributing to continuous improvement.

Kenntnisse

Bilingual Spanish/English

Ausbildung

College diploma or GED

Jobbeschreibung

Wayfair is seeking a Customer Care Associate to handle a high volume of inquiries with empathy, clear communication, and problem-solving from a home office. You will resolve order questions, coordinate shipping, returns, and replacements, and provide human-centered support to customers via phone, chat, and email.

The role emphasizes reliability, attendance, and consistency in delivering excellent service while meeting performance metrics and collaborating with cross-functional teams.