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International Customer Service Agent
Client:
Snaphunt
Location:
Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
c3a5902bbe0e
Job Views:
10
Posted:
21.01.2025
Expiry Date:
07.03.2025
Job Description:
The Offer
* Join a market leader within Apparel & Sporting Goods
* Opportunity within a company with a solid track record of performance
* Flexible working options
The Job
As an International Customer Experience Agent, your primary responsibility is to handle international customer inquiries, resolve issues promptly, and assist with E-Commerce translation tasks. You will play a crucial role in delivering excellent customer service and ensuring a seamless multilingual experience for customers.
Responsibilities
1. Answering 80+ Tickets Daily:
* Efficient Ticket Management: Respond to a minimum of 80 tickets daily, on non-translation days; addressing customer inquiries, concerns, and issues across international markets.
* Timely Resolution: Resolve tickets in a timely manner, ensuring high quality and accurate responses to maintain customer satisfaction.
* Documentation: Document ticket interactions, resolutions, and feedback for reference and analysis.
1. Completing E-Commerce Translation Tasks:
* Website Translation: Translate E-Commerce web pages, product descriptions, and promotional materials into English, French, and German using translation tools.
* Accuracy and Consistency: Ensure translated content is accurate, culturally relevant, and consistent with brand messaging and guidelines.
* Collaboration: Coordinate with cross-functional teams, including marketing and localization, to ensure seamless integration of translated content on the E-Commerce platform, such as Shopify.
2. Communicating Escalations and Issues with Management:
* Escalation Management: Communicate escalated customer issues, trends, and challenges to management promptly, providing insights and recommendations for resolution.
* Issue Resolution: Collaborate with management to address complex customer escalations and issues, ensuring swift and effective resolution to maintain customer trust and loyalty.
The Profile
Qualifications & Experience:
* Proven experience in Customer Experience (CX) service, preferably in an e-commerce setting.
* Previous experience in e-commerce customer support is a plus, helping to understand customer needs and product-related inquiries.
* Experience with contract remote work, demonstrating the ability to work independently and manage time effectively.
* Fluent in English, both written and spoken, with excellent grammar and communication skills.
Technical Skills
* Proficiency in Notion for project management, task organization, collaboration, and documentation.
* Proficiency in Slack for effective communication, collaboration, and team coordination.
* Proficiency in GSuite for productivity, document management, and collaboration.
* Familiarity with Loom for creating and sharing video content.
* Experience with customer support through a CRM system (e.g., Zendesk, Salesforce).
* Familiarity with Shopify for order management and customer inquiries.
* Proficiency in translation tools to accurately translate E-Commerce content into multiple languages.
Soft Skills
* Demonstrate strong teamwork abilities, working effectively with colleagues to achieve common goals.
* Communicate clearly and effectively, both verbally and in writing.
* Maintain a positive attitude and approach to problem-solving.
* Exhibit high reliability and dependability, consistently meeting deadlines and expectations.
* Be highly organized, able to multitask, and demonstrate a strong commitment to customer satisfaction.
The Employer
Our client crafts products made to last a lifetime through simple, functional designs ready for anything and everything.
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