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Client Support Specialist for eCommerce
hace 2 meses
Position Overview and Requirements
The Customer Interaction Representative for the eCommerce sector focusing on Latin American Spanish-speaking regions will play a crucial role in engaging with customers after sales. This position involves managing inbound communications through various channels such as voice, chat, and email, addressing inquiries related to online orders, processing requests for orders, handling cancellations, managing returns, and resolving a variety of customer concerns. The primary objective is to ensure an outstanding customer experience in every interaction.
Representatives are expected to meticulously document customer interactions, including the reasons for contact and the solutions provided. They will establish and maintain follow-up communications with customers to enhance their experience. It is essential to identify issues that require escalation and direct them to the appropriate personnel. Efforts should be made to retain sales during both inbound and outbound communications. The ability to communicate professionally with both internal and external stakeholders is vital. Furthermore, agents are encouraged to suggest enhancements or modifications to internal processes to achieve or surpass objectives, ensuring the highest levels of customer satisfaction while adhering to attendance and punctuality standards. Responsibilities also include engaging with customer inquiries, logging interaction activities as necessary to support Lenovo's processes within the Customer Resource Management (CRM) system (Dynamics 365), and managing dispositions for online or offline follow-ups to resolve customer inquiries as needed.
Educational Requirements: High School Diploma or equivalent, with any relevant studies in PC or technology fields.
Experience Requirements: A minimum of two years in customer-facing roles, particularly in customer support.
Expertise Area: IT-related experience is essential to provide recommendations on PC products.
Required Skills and Certifications: Proficiency in English at an intermediate level and intermediate skills in Excel.
Additional Locations: Various locations in Latin America.