ABOUT THE ROLE
A Client Success Representative supports clients by handling inquiries, resolving issues, and ensuring smooth communication between customers and internal teams. They play a key role in maintaining client satisfaction and upholding service-level agreements (SLAs).
KEY RESPONSIBILITIES
- Client Support: Respond to client inquiries via email, phone, or ticketing systems.
- Problem Resolution: Investigate and resolve issues related to orders, shipments, returns, or system access.
- Escalation Handling: Address issues at their level and escalate to a Supervisor or Client Success Manager if needed.
- Documentation: Log all interactions accurately in CRM/ticketing platforms.
- SOP & KPI Adherence: Follow customer service scripts, KPIs, workflows, and company policies.
- Collaboration: Coordinate with warehouse teams, operations, transportation and IT to resolve client needs.
SKILLS & QUALIFICATIONS
- Strong communication and active listening skills.
- Ability to multitask across platforms (CRM, email, phone).
- Problem-solving mindset and patience under pressure.
- Bilingual (Spanish/English) is often a plus in cross-border fulfillment.
SUCCESS IN THIS ROLE LOOKS LIKE
- Clients receive timely, accurate, and empathetic support.
- SLAs (response and resolution times) are consistently met.
- Escalations are reduced because reps solve more issues directly.
- Feedback from clients reflects trust and satisfaction.
Sueldo: $1,300.00 - $1,600.00 al día
Beneficios:
- Estacionamiento de la empresa
- Opción a contrato indefinido
- Vales de despensa
Idioma:
Lugar de trabajo: Empleo presencial
