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:
Required:          
  • 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.


Please Note:  At this time we are not offering any employer-sponsored work authorization.​ 

iHerb Inc.​is a leading online retailer of nutritional supplement and wellness products (vitamins, minerals, herbs, botanicals, bath and beauty, pet care, sports nutrition and children's health).​ Via its e-Commerce website, iHerb.​com delivers 35,000 products from over 1,500 brands direct to the customer in more than 180 countries.​ iHerb carries trusted brands customers love around the world.​ 

iHerb's growth has been recognized by Internet Retailer as a top 500 e-Commerce provider in North America and recently as a top 300 mobile commerce business in the world.​  In 2013 Google bestowed iHerb with its Google Trusted Store designation having shipped over 1,000,000 orders to customers in the US market with a 98%​ on-time shipping and a 99.​9%​ issue free orders.

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