Customer Care Representative I Los Pinos

hace 4 semanas

Tijuana, México North American Production Sharing A tiempo completo

**C**ustomer**Care** Representative****What You**’**ll Do**:- Handle customer inquiries in a timely, professional, and friendly manner, adhering to Speck service level requirements.- Resolving customer issues and complaints, processing orders and returns, providing product information, and ensuring overall customer satisfaction.- Maintaining accurate records of customer interactions and transactions, as well as collaborating with other teams to improve the customer experience. Strong communication skills, problem-solving abilities. essential for this role.- Ensure compliance with Speck policy and procedure and communicate these to customers in a positive, clear manner.- Achieve and maintain rapport with both internal and external customers and work to provide the best possible service. Find ways to “delight” customers.- Process warranty claims and refund requests in a timely and accurate manner, adhering to Speck service levels, policies and procedures.- Provide administrative support for the Customer Service team as needed.- Manage escalated customer issues with professionalism, tact and sound judgment to ensure a satisfactory resolution.- Engage with Speck partners to ensure efficient workflow and timely resolution of customer issues.- Provide reports to management as required.- Use business computer and corporate databases to research and retrieve information and manage sales and warranty activity in a timely fashion.- Support or work with CS management on business tools, processes and metrics as needed.**What**you need to have**:- College degree or equivalent experience required.- Knowledge of customer service principles and practices.- Must be a strong customer advocate, willing to go the extra mile to ensure customer satisfaction.- Strong teamwork and interpersonal skills are required.- Knowledge of Apple products and/or experience with mobile devices (smartphones, MacBooks and tablets) is preferred.**Key Competencies**:- Ability to turn a customer issue into a win-win for the customer and Speck.- Strong verbal and written communication skills.- Teamwork and interpersonal skills- Skilled at managing escalated situations and determining appropriate actions and exceptions.- Organizational skills- Attention to detail.- Ability to identify root cause of issues, think and react quickly and possess sound judgment to determine the appropriate approach or action to take.- Ability to prioritize multiple tasks quickly, calmly and accurately in a fast-paced environment.- Ability to work independently with mínimal supervision yet participate as a team member with a willingness to help as needed.- Initiative- Resilience- Sense of urgency

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