Samsara10 дней назад

Bilingual Customer Support Specialist

Зарплата не указана

Remote - US

Обязанности

01Serve as a point of escalation for complex customer inquiries and issues related to billing, contract renewals, cancellations, and Samsara products and services
02Provide guidance and mentorship to CSS II team members to enhance team performance and efficiency
03Demonstrate advanced proficiency in multi-channel servicing, including handling complex cases via phone, email, chat, and other channels with exceptional communication and problem-solving skills
04Manage and prioritize a high-volume workload, including escalations and urgent customer requests, ensuring timely and accurate resolution
05Lead or participate in cross-functional initiatives aimed at improving customer experience, driving efficiency, and scaling support processes
06Identify and analyze customer trends and issues to provide actionable insights to management and other stakeholders
07Proactively improve customer support processes and contribute to the development of best practices and training materials for the team
08Deliver exceptional customer service throughout the service cycle, ensuring customer satisfaction and retention

013+ years of experience in a customer-facing role within a contact center environment, including handling escalated cases and complex customer interactions
02Full bilingual proficiency (English/Spanish) is a must
03Expertise in handling service requests in billing, RMA, cancellations, renewals, or customer success management or specialist roles
04Proven ability to independently resolve challenging customer issues with a high degree of accuracy and professionalism
05Exceptional communication and interpersonal skills to effectively engage with a diverse customer base and internal teams
06Demonstrated ability to prioritize and manage a dynamic workload, including escalations, high-priority cases, and projects
07Experience managing 30+ cases per day across multiple channels (phone, chat, email), with consistent delivery of high-quality service
08Technical aptitude with macOS and related systems, along with the ability to quickly learn and adapt to new tools and technologies
09Availability to work flexible hours (morning, night, and/or weekends) as assigned, based on the needs of the business

01Role is open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.
02Flexible hours (morning, night, and/or weekends) as assigned