Bilingual Customer Support Representative - English​/Spanish; MCD

Overview

We are seeking a highly motivated and experienced Customer Service Representative to join our team. As a Customer Service Representative, you will play a crucial role in ensuring customer satisfaction and fostering positive relationships with our valued clients. In this role, you will be responsible for providing exceptional customer service support while leveraging your expertise in Shopify, ecommerce, logistics, and process improvement.

• Utilize expert knowledge of Shopify and ecommerce platforms to assist customers with their online shopping experience, order placement, and product inquiries.
• Handle customer inquiries and concerns through various channels, including phone calls, live chat, and emails.
• Provide accurate, timely information to customers regarding order status, shipping, delivery, returns, and refunds.
• Collaborate with internal teams to ensure efficient and seamless order processing and delivery.
• Troubleshoot and resolve customer issues effectively, always demonstrating empathy and professionalism.
• Identify opportunities for process improvements and work closely with the management team to implement changes that enhance the overall customer experience.
• Maintain detailed records of customer interactions, inquiries, and resolutions in our CRM system.
• Build and maintain strong relationships with clients, understanding their unique needs and providing personalized support and recommendations.
• Stay up to date with product knowledge, industry trends, and best practices in ecommerce and customer service.
• Collaborate with cross-functional teams to address customer feedback and communicate suggestions for product enhancements or service improvements.

• Must be proficient in both English and Spanish.
• Proven experience (2+ years) as a Customer Service Representative or similar role, in an E-commerce or online retail environment.
• In-depth knowledge of Shopify and other ecommerce platforms, including order management, inventory control, and payment processing.
• Strong understanding of logistics and supply chain management, with the ability to track shipments and resolve delivery issues.
• Exceptional communication skills, both written and verbal, with a friendly and professional demeanor.
• Excellent problem-solving and decision-making abilities, with a focus on finding practical and efficient solutions.
• Ability to handle multiple tasks simultaneously and prioritize workload effectively.
• Proficiency in using CRM systems and other customer service tools.
• Ability to work independently and as part of a team, with a positive attitude and willingness to learn and adapt.
• Strong attention to detail and organizational skills, ensuring accurate and timely follow-up with customers.
• Experience in process improvement and the ability to identify areas for operational efficiency.

• Proven experience as an E-Commerce Customer Service Representative or similar customer support role.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving skills and a proactive approach to resolving issues.
• Proficiency in using CRM software and other customer service tools.
• Ability to multitask, prioritize, and manage time effectively in a remote work environment.
• Empathetic and patient demeanor with a customer-centric mindset.

• High school diploma or equivalent required; additional education or certification in customer service or related fields is a plus.

• Please include a resume when submitting an application along with a 1-minute voice introduction in both English and Spanish
• Note that we will not review submissions without a resume and a voice or video recording.

• TBD

• Monday - Friday, 10:00am - 7:00pm PST
• Saturday - Wednesday, 8:00am - 5:00pm PST