BILINGUAL (English & Spanish) Customer Service Agent

Who are we?

We are a rapidly expanding powerhouse in the health and wellness industry. Our portfolio is a collection of leading DTC online brands in this space.

We have been featured in various publications such as Forbes, Vogue, Elle, Business Insider, Eat Well, and many more.

Who are we looking for?

We are seeking multiple enthusiastic and detail-oriented bilingual (English & Spanish) individuals who are available to start immediately, and who can provide exceptional customer service via Zendesk tickets for our e-commerce store.

You should be able to communicate effectively and have an excellent grasp of written and verbal English and Spanish, customer satisfaction, and follow directions well.

You will handle customer inquiries and disputes, and address any issues such as shipment delay, returns, refunds, etc... as they arrive directly with customers.

Must have experience with using Slack, Shopify and Zendesk, and be able to start right away for at least 30 hours a week.

Must be professional, punctual, polite, reliable, have a strong work ethic, have good references and good reviews on Upwork.

This is a temporary position but there's potential to convert to long term employment if you perform well and get along with the team.

Responsibilities:

- Respond to customer inquiries and disputes promptly and professionally via Zendesk ticket system.

- Address and resolve various customer issues, including shipment delays, returns, refunds, and other order-related concerns.

- Communicate effectively with customers to ensure their satisfaction and provide appropriate solutions to their concerns.

- Follow guidelines and directions provided by the management to maintain consistency in customer service.

- Document and log every customer interaction in the CRMs and/or forms

- Utilize Slack, Shopify, and Zendesk platforms to efficiently manage customer interactions.

- Perform additional role - related responsibilities as required.

Requirements:

- Proven experience in e-commerce customer service with a track record of providing exceptional support

- Proficient in using Zendesk, Shopify, and Slack platforms

- Strong command of the English and Spanish language, both written and verbal

- Professional demeanor with excellent communication and interpersonal skills

- Punctual and reliable, able to adhere to assigned schedules and meet deadlines

- Demonstrates strong work ethics and can work independently or as part of a team

- Willingness to work a shift during the hours of 5am-7pm PHST (UTC+08:00) including weekend shifts