Wellness Guide I

hace 3 semanas

Xico, México Maryruth'S A tiempo completo

The Wellness Guide I/Customer Care Representative will be responsible for, but not limited to the following, answering customer questions, attending to customer concerns, processing refunds, replacements, & orders, making product recommendations, helping customers track their order through chat, text, & phone call.The position will be directly supporting the Customer Experience Department.The job requires a detailed understanding of the full MS Office Suite & Internet software, such as Customer Relationship Management & eCommerce platforms, extreme competency at solving problems collaboratively, & relevant customer support experience in the past.This job is a temporary (contract), hourly, full-time (40 hr/wk), paid, remote position with a compensation of MXN $****** per hour.This temporary role will run from** December 1**, **** - March 29, ****.** After initial onboarding for 3-4 weeks (**Monday through Friday,** **10am to 6:30pm EST**), contractors will work one of the following shifts:- 8am to 5pm EST - Monday through Friday- 12pm to 9pm EST - Monday through Friday- 1pm to 10pm EST - Monday through Friday**Responsibilities**- Follow communication procedures, guidelines, & policies.- Talk with customers by phone, text, or web chat regarding product information, order questions, or changes in subscription service.- Assist with the placement of orders, refunds, or exchanges.- Proficient in taking payment information & other pertinent information such as addresses & phone numbers.- Reach out to customers & verify account information via phone call or text.- Maintain customer confidence & protect operations by keeping sensitive information confidential.- Capable of managing large amounts of incoming calls or open tickets.- Identify & assess customers' needs to achieve customer satisfaction; go the extra mile to engage customers.- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting & explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.- Adjust complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.- The ability to identify with the feelings of others to communicate clearly, accordingly, & effectively both verbally & in other forms.- Handle complaints, provide appropriate solutions & alternatives within the time limits & follow up to ensure resolution.- Ability to explain to customers the support processes within the organization.- Capable of taking on new skills quickly to provide direct support to customers.- Build sustainable professional relationships of trust through open & interactive communication.- Provide accurate, valid, & complete information by using the right methods/tools.- Contributes to team effort by accomplishing related tasks as needed.- Other responsibilities as assigned.- Some travel (

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