Customer Service Advisor, Bilingual [Spanish] -... eCommerce · Minneapolis, MN, USA ·

Jellycat Toy Co. Ltd.; Minneapolis (MN); Remote; USD 10,000 - 60,000; Full time

Job summary

An innovative and design-led gift brand is seeking a Bilingual Customer Service Advisor to join their expanding team. This exciting opportunity involves providing exceptional customer service in both Spanish and English, ensuring customer satisfaction and loyalty. With a focus on e-commerce, you will handle inquiries, assist with orders, and collaborate with your team to enhance service quality. Enjoy comprehensive training and the flexibility of remote work after initial in-office training. Join a dynamic environment where your contributions will help shape the brand's growth across North America!

Benefits

Discretionary annual bonus

Medical, dental, vision benefits

401k contributions

Up to 30 days of PTO

Employee assistance program

Paid parking

Regular social events

Qualifications

• Experience in B2C customer service and e-commerce preferred.
• Ability to communicate effectively in Spanish and English.

Responsibilities

• Provide high-quality customer service in both Spanish and English.
• Handle inquiries via Zendesk and assist with orders and payments.

Skills

B2C customer service experience

E-commerce customer service

Experience with Zendesk

Excellent communication skills

Problem-solving skills

Attention to detail

Adaptability

Tools

Zendesk

SAP

Microsoft Teams

Job description

Jellycat is a privately owned, design-led gift brand headquartered in London. We create innovative, luxurious products in the soft toy, accessory, baby, and book categories that are loved worldwide. With an established and growing global customer base, we collaborate with partners to maximize Jellycat's potential and reach, sharing joy along the way!

As we expand across North America, we are focused on developing and increasing awareness of our brand.

Jellycat has an exciting opportunity for a Bilingual Customer Service Advisor (Spanish & English) to join our expanding Direct-To-Consumer Customer Service Team.

The ideal candidate will have a friendly, positive demeanor and a strong desire to deliver excellent customer service.

This role is on the 2^nd shift: 1pm – 10pm CT, with options for Tuesday - Saturday or Sunday - Thursday shifts.

Comprehensive training on Jellycat products, SAP, Zendesk, and customer service practices will be provided. Prior knowledge of SAP is not required. Training will be conducted both in person and virtually via Microsoft Teams and other platforms. The position will start with full-time in-office training (Monday to Friday 8-5) and then transition to the scheduled shift, working fully remotely.

Responsibilities include:

• Bilingual communication in Spanish and English
• Providing high-quality customer service to ensure customer satisfaction and loyalty
• Handling inquiries via Zendesk, including order information, product questions, complaints, and concerns through email and chat
• Responding to customer calls, assisting with orders, payments, and website queries
• Tracking orders and coordinating with carriers
• Processing returns, issuing refunds, and providing shipping labels
• Using various software systems to record interactions and resolutions
• Collaborating with team and management to identify improvements and trends
• Assisting with general customer service tasks

Requirements include:

• Previous B2C customer service experience
• Experience in e-commerce customer service preferred
• Experience with Zendesk preferred
• Ability to work independently and in team settings
• Quick learner with strong product knowledge retention
• Problem-solving skills
• Excellent communication skills, both written and verbal
• Attention to detail and accuracy
• Adaptability and a positive attitude in a dynamic environment
• Proactive work ethic and initiative

Perks & Benefits include:

• Discretionary annual bonus based on company success
• Medical, dental, vision, and other benefits
• Employer contributions to 401k
• Up to 30 days of PTO annually
• Employee assistance program
• Paid parking and building amenities
• Regular social and team events

Physical Requirements:

• Prolonged sitting and computer work

Compensation:

• $21 - $23 per hour