Customer Service Representative Job at Leonisa USA in Norcross

Purpose of Job:
A Customer Service Rep/Personal Shopper communicates with customers through Live Chat, email and by phone to answer questions, solve problems, research account activity and notes, troubleshoot any issues, provide customers with attention like that of a personal shopper to offer product solutions.

Essential Job Functions or Responsibilities:

• Professionally respond to and resolve inquiries of incoming customer web chats across a wide variety of topics
• Actively listen carefully to the customer’s question or complaint before following protocol to resolve the issue or answer the question
• Answer questions regarding promotions and general product inquiries
• Assist customers who make online appointments using Calendly
• Document all chats clearly and thoroughly
• Properly create exchanges, sales orders, credit memos, and credit adjustments and refund requests
• Assist guests with changing delivery dates, converting delivery to pick up and vice versa, adding or deleting items off an order
• May assist with chat escalation issues as needed
• Instruct guests on the process of starting a warranty claim
• Actively up-sell products and services to customers
• Maintain detailed and clear notes regarding chats and be able to communicate effectively via online chat with customers

Working Conditions:
Monday-Friday (9am-5pm) in our Norcross office.

Required Qualifications:

Experience in customer service, specifically in call centers.

Education: At least some college is preferred.
Communication: Possess solid communication skills, active listening.

Writing Skills: Must be able to write professionally and grammatically in Spanish and English. 
Bilingual Spanish/English: Able to communicate fully in both Spanish and English.
Computer Skills: To perform this job successfully, an individual should have knowledge of MS Word software and MS Excel spreadsheet software, Zoom and google meets.

Positive and solution-oriented attitude.

Ability to multitask and manage priorities efficiently.

Teamwork-oriented mindset and strong collaboration skills.

Flexibility to learn new systems (training will be provided).

Preferred not required Qualifications:

Computer Software: Shopify, TP Client, Kustomer, Order Power, Amazon Connect.