Customer Experience Specialist - Russian

Job Summary:

Under general supervision, the Customer Experience Specialist (CES) is the point of contact for all company/customer questions, product inquiries, and order status.  All CESs are to handle customers in a professional manner which creates customer loyalty by providing service that exceeds customer expectations.
Job Expectations:

  • Work directly with customers via e-mail, phone, chat, and social media
  • Work with warehouse and/or logistics partner companies to resolve inquiries & exceptions
  • Respond promptly to all customer inquiries
  • Obtain and evaluate all relevant information to handle inquiries and complaints
  • Handle and resolve customer complaints
  • Manage customer accounts
  • Record customer contacts: comments, details, and action taken
  • Communicate and coordinate with internal departments
  • Follow-up on customer interactions
  • Process RMAs
  • Escalate customer issues as necessary for timely resolution
Knowledge, Skills and Abilities:
  • A professional, positive, and enthusiastic attitude – customer centric
  • Bilingual (may be required) – English + other language
  • Interpersonal skills
  • Communication skills - verbal and written
  • Listening skills
  • Problem analysis and problem solving
  • Attention to detail and accuracy
  • Knowledge of customer service principles and practices
  • Adaptability
  • Initiative
  • Stress tolerance
  • Willing to work weekends if needed
Equipment Knowledge: 

  • Computer literate – Gmail, MS Office (Word & Excel)
  • Ability to type 40 WPM
Experience Requirements:

Generally requires a minimum of two (2) years related experience, typically in a contact center environment.
Education Requirements: 

High school diploma required.  Associate’s degree preferred or a combination of education and equivalent experience.

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