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

Hire Horatio CX · Bogota, Colômbia · Onsite

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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.

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