Customer Success Agent

Summary

Join Trax Retail as a fully remote Customer Success Agent, based in Central America or Mexico. This voice-oriented customer service role requires strong communication and problem-solving skills to assist representatives with various issues. You will handle a high volume of calls, utilize multiple communication platforms, and collaborate with internal teams. The ideal candidate possesses at least two years of customer service experience, excellent English communication skills, and a foundational understanding of retail. Trax Retail offers a competitive compensation package, a supportive culture, and opportunities for professional growth. This is a deadline-driven role requiring exceptional English fluency and availability for evening and weekend work.

Requirements

• Have 2 years of customer service experience handling voice, chats, emails, or any other non-voice support channel
• Have a strong grasp of reading and writing in the English language utilizing a native vocabulary of North America
• Possess excellent written skills regarding software applications, mobile applications, user navigation, and versions of releases
• Have attention to detail and excellent knowledge of documentation and structuring instructions
• Be proficient with MS Office
• Have at least 1 year of tenure in each of your last 3 work experiences
• Availability to work evening and weekends is a MUST

Responsibilities

• Take calls (85% of the work load is designated to taking calls) from representatives through different communication platforms
• Assist the workforce with multiple issues and concerns including: App issues, payment questions, clarify scope of work for successful completion, investigate and resolve disputes, granting extensions for work completion, communicating updates from the field to the project teams, and updating account information
• Experience in working simultaneously with customer service using voice, sms, chat and email
• Be responsible for comprehending project objectives and adapting to changing workflows to further aid in providing quick and clear guidance for the workforce, using internal tools
• Clearly and effectively communicate with all stakeholders
• Meet daily and weekly goals to aid in workforce satisfaction and time to complete
• Execute tasks as needed to help achieve Field Rep Success, leading to the client success - lead by doing!

Preferred Qualifications

• A more broad vocabulary including language from specific North American regions
• Experience in Jira or other project management software, and/or experience with software to author/proof/edit software
• A foundational understanding of retail, retail distribution, and/or retail merchandising
• Comfortable analyzing data, asking questions and seeking solutions
• Highly organized, ability to manage multiple priorities simultaneously
• Collaborative attitude in planning and working

Benefits

• Full time positions with the potential for overtime
• 100% remote positions
• Competitive compensation package
• An inclusive, fast pace exciting environment culture offering accelerated professional growth
• 1-on-1 coaching with feedback sessions, mentorships, and leadership development programs
• Opportunities for cross-functional development