Ridge
jobsnear.net
Overview
The Role
As an International Customer Experience Agent, your primary responsibility is to handle international customer inquiries, resolve issues promptly, and assist with E-Commerce translation tasks. You will play a crucial role in delivering excellent customer service and ensuring a seamless multilingual experience for customers.
1. Answering 80+ Tickets Daily:
- Efficient Ticket Management: Respond to a minimum of 80 tickets daily, on non-translation days; addressing customer inquiries, concerns, and issues across international markets.
- Timely Resolution: Resolve tickets in a timely manner, ensuring high quality and accurate responses to maintain customer satisfaction.
- Documentation: Document ticket interactions, resolutions, and feedback for reference and analysis.
2. Completing E-Commerce Translation Tasks:
- Website Translation: Translate E-Commerce web pages, product descriptions, and promotional materials into English, French, and German using translation tools.
- Accuracy and Consistency: Ensure translated content is accurate, culturally relevant, and consistent with brand messaging and guidelines.
- Collaboration: Coordinate with cross-functional teams, including marketing and localization, to ensure seamless integration of translated content on the E-Commerce platform, such as Shopify.
3. Communicating Escalations and Issues with Management:
- Escalation Management: Communicate escalated customer issues, trends, and challenges to management promptly, providing insights and recommendations for resolution.
- Issue Resolution: Collaborate with management to address complex customer escalations and issues, ensuring swift and effective resolution to maintain customer trust and loyalty.
Qualifications & Experience:
- Proven experience in Customer Experience (CX) service, preferably in an e-commerce setting.
- Previous experience in e-commerce customer support is a plus, helping to understand customer needs and product-related inquiries.
- Experience with contract remote work, demonstrating the ability to work independently and manage time effectively.
- Fluent in English, both written and spoken, with excellent grammar and communication skills.
Technical Skills
- Proficiency in Notion for project management, task organization, collaboration, and documentation.
- Proficiency in Slack for effective communication, collaboration, and team coordination, including channel management, file sharing, and real-time messaging.
- Proficiency in GSuite for productivity, document management, and collaboration, including Gmail, Google Drive, Google Docs, Sheets, and Slides.
- Familiarity with Loom for creating and sharing video content, including screen recordings, tutorials, and presentations, to enhance communication and training within teams.
- Experience with customer support through a CRM system (e.g., Zendesk, Salesforce).
- Familiarity with Shopify for order management and customer inquiries. 7. Proficiency translation tools to accurately translate E Commerce content into multiple languages, maintaining consistency and quality.
Soft Skills
1. Team Collaboration:
Demonstrate strong teamwork abilities, working effectively with colleagues to achieve common goals.
Communicate clearly and effectively, both verbally and in writing.
2. Attitude and Reliability:
Maintain a positive attitude and approach to problem-solving.
Exhibit high reliability and dependability, consistently meeting deadlines and expectations.
3. Organizational Skills:
Be highly organized, able to multitask, and demonstrate a strong commitment to customer satisfaction.
4. Independent Work:
Ability to work independently and as part of a team in a fast-paced environment, managing multiple tasks simultaneously.
- Join a market leader within Apparel & Sporting Goods
- Opportunity within a company with a solid track record of performance
- Flexible working options
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