Customer Service Executive

Description

Job Summary: Ensure an exceptional experience for Spanish-speaking customers by handling inquiries, resolving incidents, and providing advisory support to maintain high standards of quality and customer loyalty. Key Highlights: 1. Multichannel Support in Spanish (phone, email, chat, social media) 2. Effective incident resolution and order management 3. Customer retention and contribution to continuous improvement **CUSTOMER SERVICE EXECUTIVE (Spanish)** **Department:** Operations / Customer Service **Reports to:** Customer Service Supervisor **1\. JOB OBJECTIVE** Ensure an exceptional experience for our Spanish-speaking customers by handling inquiries, resolving incidents, and providing advisory support regarding our products/services. The goal is to maintain high standards of quality, loyalty, and satisfaction, acting as the primary liaison between the company and the customer. **2\. KEY RESPONSIBILITIES** * **Multichannel Support:** Handle inquiries and requests across various channels (phone, email, live chat, and social media) in Spanish. * **Incident Resolution:** Diagnose issues, investigate root causes, and provide effective solutions on first contact (FCR) or within stipulated timeframes. * **Order Management:** Process orders, modifications, returns, refunds, and shipment tracking according to established policies. * **Database Management:** Accurately and thoroughly record and update customer information in the CRM system (Salesforce, Zendesk, HubSpot, etc.). * **Customer Retention:** Identify opportunities to retain dissatisfied customers by offering alternatives and applying compensation policies when necessary. * **Feedback Collection:** Gather recurring suggestions and complaints to report to the Product or Quality team, contributing to continuous improvement. * **Compliance:** Strictly adhere to data security protocols (GDPR/Data Protection Law) and established communication scripts/tone guidelines. **3\. REQUIREMENTS AND QUALIFICATIONS — MUST-HAVE:** * **Language:** Native or bilingual Spanish (C2) with excellent spelling and writing skills. **Intermediate English** (desirable for internal system usage). * **Experience:** Minimum 1–2 years in customer service, sales, or telemarketing roles. * **Technical Skills:** Proficiency in Microsoft Office (Excel, Word) and ability to quickly learn new CRMs. * **Soft Skills:** Assertive communication, empathy, patience, negotiation ability, and results orientation. **DESIRED:** * Knowledge of the [e.g., technology, retail, banking, tourism] industry. * Availability for rotating shifts (including weekends or holidays as business needs require). * Experience with helpdesk platforms (Zendesk, Freshdesk). **4\. KEY COMPETENCIES** * **Emotional Intelligence:** Managing difficult or frustrated customers. * **Critical Thinking:** Ability to make quick decisions under pressure. * **Proactivity:** Identifying unexpressed customer needs. * **Teamwork:** Collaborating with other departments (Logistics, Sales, IT) to resolve complex cases. Job Types: Full\-time, Part\-time Pay: $539,251 \- $2,460,450 per month Expected hours: 40\.0 per week Work Location: In person