Inviting applications for the
role of Senior Customer Care Associate with Spanish-Remote

Requirements

Any Graduate degree (good to
have)
Strong problem-solving and decision-making abilities
Ability to multitask, prioritize, and manage time effectively
Great communication skills to operate globally across multiple departments
and stakeholders.
Flexible and adaptable to meeting the evolving needs of a high-growth and
fast paced organization
Must be able to read, write and speak in English
Very good knowledge of Spanish(min.B2)

Responsibilities /
Accomplishments

Respond to customer queries through email, chat, or social
media platforms. Provide accurate, concise, and prompt responses to customer
inquiries.
Handle order tracking, cancellations, refunds, and product/service-related
issues.
2. Issue Resolution Understand customer concerns and provide first-contact
resolution whenever possible.
Escalate complex or unresolved issues to the appropriate team or supervisor.
3. Documentation Maintain detailed records of customer interactions using CRM
tools (e.g., Zendesk, Freshdesk, Salesforce).
Log tickets accurately with relevant information and follow-up actions.
4. Process Adherence Follow SOPs (Standard Operating Procedures) and quality
guidelines set by the company.
Ensure compliance with company policies, data privacy, and customer service
standards.
5. Performance & Quality Meet or exceed individual performance metrics like
TAT (Turnaround Time), CSAT (Customer Satisfaction), and FCR (First Contact
Resolution). Participate in quality audits and feedback sessions for continuous
improvement.
6. Collaboration & Learning Work collaboratively with other team members
and departments (like tech or logistics) to resolve customer issues.