Job Description:Job Title: Bilingual Inbound Customer Care Agent - Spanish / English Speaker - Evening ShiftLocation: Tunis, TunisiaOverview of Role:As our Bilingual Inbound Customer Care Agent (Spanish + English speaker) in our Contact Center for the Evening Shift, you will act as the first point of contact for our current and potential customers. You will provide firsthand support in relation to queries in regards to incoming sales, account queries, issues and product questions via phone and email.PRIMARY RESPONSIBILITIES:
Resolving customer queries and issues, problem solving and negotiating, in a timely manner over the phone or via email
Provide appropriate solutions and alternatives with the time limited and follow up to ensure resolution and customer satisfaction is achieved
Input and track orders, returns, pick-ups and advise customer of updates to ensure customer satisfaction is achieved
Processing customer orders and providing expert advice on the company's extensive products
Process payments, manage invoice and statement queries and escalate as required to the relevant team
Maximizing sales opportunities by identifying and seizing opportunities to upsell
Utilise your language skills by translating and proof reading orders received
Develop and maintain strong relationships with our customers
Work towards achieving the team service level targets
Maintain up-to-date knowledge of our products and processes to ensure customers are well informed
Adhere and follow the company's communication procedure, guidelines and policies
Ad hoc projects and duties as requested by management
REQUIRED KNOWLEDGE/SKILLS/ABILITIES:
Must be Fluent in Spanish (C1 level)
Upper Intermediate to Fluent in English (B2 to C1 level)
Available to work in the Evening Shift (from 2 pm to 11 pm)
Previous experience in a customer service role is highly desirable but full and ongoing coaching and support will be given
Customer focused, have the ability to deal with our customers in a friendly and polite manner
An energetic, self-starter who excels in interpersonal skills, with a focus on listening and questioning skills
Self-motivated and goal oriented, always willing to go above and beyond for our customer
Have the ability to multitask and manage time efficiently
Strong desire in delivering the highest level of customer service and the drive to be successful in order to exceed targets and integrate into a team-based organization
Have the ability to maintain professionalism under pressure, ability to analyse a problem quickly and resolve it following procedures
Enjoy working in a team environment, working towards targets and maintaining high levels of quality customer service
Experience with MS office and other systems
Excellent telephone manner and email etiquette along with strong communication skills
Our valuesAt Pens.com, we are guided by a set of core values that define our culture and approach to hiring:Customers-First:We are committed to delivering exceptional customer experiences, both internally and externally. By understanding and fulfilling customer needs, we create impactful solutions that leave a lasting impression.Continuous Improvement:We believe in the power of growth and evolution. Through open communication and a culture of innovation, we continuously strive to enhance our business and adapt to changing landscapes.Goal-Oriented:We set clear objectives, remain disciplined in execution, and hold ourselves accountable for achieving measurable goals. Our focus is on driving results and making meaningful progress.Integrity:We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.People-Centric:We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.About Pens.comPen.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.To learn more, visit:Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).#LI-NG1 #LI-Onsite
