Customer Care Specialist

Kalorik; Miami (FL); Hybrid; USD 32,000 - 55,000; Full time

Job summary

Kalorik is seeking a Customer Care Specialist to act as the brand ambassador and voice of the customer across multiple channels, delivering friendly, proactive support and solving issues with efficiency.

The role includes 30 days of on-site training before transitioning to a hybrid work setup, with occasional on-site attendance for events or workload needs.

Qualifications

• Requires 2+ years of customer care/service experience in a call center environment.

Responsibilities

• Provide positive interaction with customers while meeting service performance standards.
• Resolve inquiries across chat, portals, email, phone, social media, and document in Freshdesk/CRM systems.
• Develop and maintain knowledge of products and policies to troubleshoot or replace defective products.
• Own internal relationships to resolve customer questions and issues satisfactorily.
• Collaborate with sales/account teams to understand large customer needs and mitigate complaints.
• Create and submit replacement orders, returns, credits, and shipping labels.
• Advocate for customers by suggesting process improvements and upsell when appropriate.
• All other duties as assigned.

Skills

Customer service

Communication

Freshdesk

ERP/CRM

Call center

Bilingual ES/FR (adv)

Education

High school diploma or GED

Associates degree preferred

Tools

Freshdesk

CRM/ERP systems

Job description

Here at Kalorik, customer service is the key to everything that we do. We work to deliver high-quality, customer-focused, personable support with great efficiency. You will act as Kalorik's brand ambassador and the voice of the customer. We rely on you to actively listen to our customers by utilizing your customer service experience, care, and creativity to meet their needs and deliver a world-class experience across every interaction you have with them, whether that is via chat, customer portals, email, phone, or social media. The role of Customer Care Specialist is essential to Kalorik's success and continued growth.

To ensure you receive the product knowledge and training necessary to deliver the best customer service possible, we require 30-days of on-site training and development prior to your hybrid work assignment.

Assignment may require occasional on-site attendance for special events, meetings, or to meet workload requirements and cross-departmental collaboration efforts.

Responsibilities:

• Provides positive interaction with customers while meeting service performance standards and working to improve efficiency.
• Acts as an advocate to resolve customer inquiries submitted via chat, customer portals, email, phone, social media, and document in Freshdesk, ERP/CRM systems in a timely manner.
• Develops and maintains vast knowledge of the products being offered. Retain working knowledge of numerous product lines as well as policies to effectively troubleshoot and/or replace defective products.
• Owns internal relationships required to satisfactorily resolve customer questions and issues.
• Works with the sales team/account managers to better understand the needs of our large customers and determine methods to resolve and mitigate customer complaints.
• Create and submit replacement orders, returns requests, credits, and shipping labels.
• Advocates for customers by recommending changes to processes determined to be ineffective, by providing examples of customers who have been negatively affected.
• Upselling when the opportunity arises.
• All other duties as assigned.

Education & Requirements:

• High school diploma of GED; preferred associates degree or higher in business, communications, or related field.
• Minimum 2 years customer care/service experience in a call center environment.
• Practical experience in Freshdesk, ERP or CRM systems required.
• A positive attitude and ability to understand and relate to customers based on their personalities and respond appropriately is necessary.
• Excellent written and verbal communication skills.
• The ability to think creatively to resolve issues satisfactorily.
• The aptitude to speak Spanish/French may be advantageous, but not required.

If you are a person who strives to meet and exceed goals, understands the importance of accuracy and time management and thrives in a fast-paced work environment, this opportunity is for you!

We are equal opportunity employer and do not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.