Customer Experience Specialist - French (BOG) chez Hire Horatio CX

Job Overview

We are seeking an enthusiastic and dedicated Customer Experience Specialist proficient in French and English to join our dynamic team. In this role, you will provide high-quality customer service to our global client base, assisting with inquiries and resolving issues across multiple channels such as chat, email, and phone.

Key Responsibilities

• Customer Support: Provide exceptional customer service in French and English, by assisting with general inquiries.
• Issue Resolution: Liaise between customers and partners to resolve order fulfillment, product, pricing, troubleshooting, and quality issues.
• Communication: Interface with external shipping partners regarding tracking and customs clearance.
• Policy Adjudication: Evaluate and resolve customer disputes in accordance with company policies, including commissions, missing or damaged items, and reviews.
• Escalation Management: Identify and escalate issues beyond your scope to the appropriate department.
• Knowledge Utilization: Utilize internal tools and resources to provide accurate and timely information.
• Compliance: Adhere strictly to established policies and procedures.

Qualifications and Experience

• Fluent or proficient in French and English.
• Excellent verbal and written communication abilities across multiple channels.
• Previous experience in a customer-facing role within the BPO industry.
• Comfortable using CRM systems and other customer service software.
• Strong analytical skills with the ability to handle complex issues.
• Ability to work flexible hours to accommodate customers' local business hours.
• Collaborative mindset with the ability to work effectively in a team-oriented environment.
• High school diploma or equivalent (preferred)

This is an on-site position based in Bogota.