Customer Experience Specialist

Summary

Join our team as a Customer Experience Specialist and provide exceptional service to our customers. You will handle inbound and outbound customer inquiries, resolve issues, and process orders. This senior role also involves training and mentoring junior team members. The position requires strong communication and problem-solving skills, along with proficiency in CRM systems. You must be based in Medellín, Colombia, and possess a B2 English level or higher. The position offers a competitive salary, full Colombian benefits, and a remote work arrangement.

Requirements

• 2+ years in Customer Service
• Phone handling
• Must be based in Medellín
• English Level: B2 or higher (conversational and written proficiency)
• $3,500,000 COP
• Monday to Friday

Responsibilities

• Logs in phone on time as scheduled each day for a total of 8 hours, unless otherwise instructed
• Ensures that all communications with customers (external/internal) are courteous, cordial, business- like and timely
• Accurately enters customer's orders via phone/fax for merchandise and small equipment including direct and employee cash sales
• Effectively uses CRM; demonstrates knowledge and proper use of CRM; enters and records requests on all follow-ups, new accounts, account changes, new item numbers, bulk plan changes, backorder cancellations; enters customer service notes
• Effectively researches products directly with vendors or through the Internet
• Efficiently sends information to customers upon request. -product and services literature
• Efficiently contacts customers to obtain information to resolve complaints; research non-stock refusals; Butler, Endo
• Efficiently monitors Prelude queues, i.e . AOH and suspended orders
• Utilizes the VOC Database effectively, adhering to the instructions as outlined in the VOC Guide
• Accurately enters credit card transactions while on the customer call or processes through Out systems as required
• Completes BluChip redemptions and appropriately explains program to customers as needed
• Suggests upselling items, buy/gets and promotional items from Benco publications during every applicable call
• Makes productive use of “down time”
• Effectively and consistently utilizes Sales misc. docs., CS misc. docs., FAQ's, CRM, and Benco Events databases for information
• Quality Monitoring 93%
• Capable of training, leading, and mentoring new employees in a positive and productive manner
• Attends product training classes once per week or as scheduled
• Keeps management informed by providing accurate and timely information that ensures customers are served efficiently in meeting their expectations
• Follows through with customer requests regarding credits, billing issues, and call backs in a timely manner
• Accurately documents discussions with RM's, customers, and TR’s in a timely manner; effectively utilizing the Activity List in Prelude to provide quality customer service

Preferred Qualifications

Email & Chat experience a plus

Benefits

• Remote (Work from home)
• Indefinite-term with full Colombian benefits