Job description
The customer experience specialist is responsible for receiving and responding to external and internal customer inquiries, issues and orders, resolving issues/problems. Senior representative also serves as a training and information resource to Customer Experience Specialists
Responsabilities:
• Logs in phone on time as scheduled each day for a total of 8 hours, unless otherwise instructed.
• Ensures that all communications with customers (external/internal) are courteous, cordial,
business- like and timely.
• Accurately enters customer’s orders via phone/fax for merchandise and small equipment
including direct and employee cash sales.
• Effectively uses CRM; demonstrates knowledge and proper use of CRM; enters and records
requests on all follow-ups, new accounts, account changes, new item numbers, bulk plan
changes, backorder cancellations; enters customer service notes.
• Effectively researches products directly with vendors or through the Internet.
• Efficiently sends information to customers upon request. -product and services literature.
• Efficiently contacts customers to obtain information to resolve complaints; research non-stock
refusals; Butler, Endo.
• Efficiently monitors Prelude queues, i.e . AOH and suspended orders.
• Utilizes the VOC Database effectively, adhering to the instructions as outlined in the VOC Guide
• Accurately enters credit card transactions while on the customer call or processes through Out
systems as required.
• Completes BluChip redemptions and appropriately explains program to customers as needed.
• Suggests upselling items, buy/gets and promotional items from Benco publications during every
applicable call.
• Makes productive use of “down time”.
• Effectively and consistently utilizes Sales misc. docs., CS misc. docs., FAQ’s, CRM, and Benco
Events databases for information.
• Quality Monitoring 93%
Capable of training, leading, and mentoring new employees in a positive and productive
manner. Attends product training classes once per week or as scheduled. •Keeps management
informed by providing accurate and timely information that ensures customers are served
efficiently in meeting their expectations.
• Follows through with customer requests regarding credits, billing issues, and call backs in a
timely manner.
• Accurately documents discussions with RM’s, customers, and TR’s in a timely manner;
effectively utilizing the Activity List in Prelude to provide quality customer service.
Experience: 2+ years in Customer Service.
- Phone handling
- Email & Chat experience a plus
Location: Must be based in Medellín
English Level: B2 or higher (conversational and written proficiency)
Salary: $3,500,000 COP
Schedule: Monday to Friday
Work Arrangement: Remote (Work from home)
Contract Type: Indefinite-term with full Colombian benefits
