Customer Experience Specialist

🕒 Julho 1

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SiteLinkedInTodas as Vagas

51 - 200 funcionários

👥 RH Tech

🤝 B2B

🎯 Recrutamento

HR Tech • B2B • Recruitment

Nós conectamos talentos de alto nível com líderes empresariais e startups promissoras ao redor do mundo. Oferecemos um setup de trabalho em casa em tempo integral com todos os benefícios de emprego, permitindo que você seja produtivo no conforto de sua própria casa.

Descrição

• Manage daily ticket volume across email, chat, and marketplace messaging • Respond to customers clearly, professionally, and empathetically • Identify root causes of issues and minimize back-and-forth • Resolve order issues such as missing items, damage, delivery delays, and incorrect orders • Maintain consistent brand voice across all customer communications • Process refunds, replacements, and partial refunds accurately • Create and manage discount codes and appeasements • Edit orders (addresses, items, quantities) when appropriate • Investigate order timelines, shipments, and fulfillment status • Review fraud indicators and escalate when necessary • Work directly inside order records to diagnose customer complaints • Coordinate with fulfillment partners when corrections are required • Accurately categorize tickets using fields, tags, and macros • Escalate product quality issues with complete and organized details • Identify patterns and recurring customer issues • Help improve workflows, help center content, and macros

🎯 Requisitos

• Excellent written and spoken English (near-native proficiency required) • 3+ years of ecommerce customer support experience • Strong hands-on Zendesk experience (views, macros, tagging, workflows) • Strong hands-on Shopify experience (orders, refunds, edits, discounts) • Ability to interpret customer intent and respond thoughtfully • Extremely detail-oriented and reliable • Comfortable handling upset customers professionally • Ability to manage multiple conversations without sacrificing accuracy • Analytical mindset with ability to identify trends and root causes • Advanced Excel skills — able to build structured tables, dashboards, and reports from raw data • Comfortable using formulas (lookups, logical formulas, date calculations, pivot tables) • Comfortable working remotely across time zones and in startup or high-growth environments. • Strong preference for candidates who have supported US-based clients/companies.

🏖️ Benefícios

• Food Allowance • Government Benefits • 13th Month pay • Work Equipment • Night Differential if applicable (10% of hourly rate) • 20 Leaves (after 6 months) • Holiday pay (200% on Regular holidays; 130% on Special holidays) • Overtime pay (max of 10.25 hrs/day) • Referral bonus (P10,000 if referral passed and stayed with the company for 3 months) • HMO (after 6 months)