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Position Overview and Requirements
The E-commerce Customer Support Specialist for Latin American Spanish-speaking regions will be tasked with delivering outstanding communication to customers following their purchases. This role involves managing inbound inquiries through various channels such as voice, chat, and email, addressing customer questions regarding online orders, processing requests for orders, handling cancellations, managing returns, and resolving any other issues that may arise. The primary objective is to ensure an exceptional customer experience during every interaction.
Specialists will meticulously document customer interactions, noting the reasons for contact and the resolutions provided. They will establish and maintain follow-ups with customers to enhance their experience. It is essential to identify issues that require escalation and to forward 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 customers is crucial. Additionally, representatives are encouraged to suggest improvements or modifications to internal processes to meet or exceed objectives, ensuring the highest level of customer satisfaction while adhering to attendance and punctuality standards. Customer engagement, interaction logging as necessary to support Lenovo's processes in the Customer Resource Management (CRM) system (Dynamics 365), and managing dispositions for online or offline follow-ups to resolve customer inquiries are also key responsibilities.
Educational Requirements: High School Diploma or equivalent, with any studies related to PC or technology preferred.
Experience Requirements: A minimum of two years in customer-facing roles, specifically in customer support.
Area of Expertise: IT-related experience is essential to provide recommendations on PC products.
Required Skills and Certifications: Intermediate proficiency in English and Excel skills are necessary.
Additional Locations: Various locations across Latin America.