Under general supervision, the Customer Experience Specialist (CES) is the point of contact for all company/customer questions, product inquiries, and order status. All CESs are to handle customers in a professional manner which creates customer loyalty by providing service that exceeds customer expectations.
Job Expectations:
Work directly with customers via e-mail, phone, chat, and social media
Work with warehouse and/or logistics partner companies to resolve inquiries & exceptions
Respond promptly to all customer inquiries
Obtain and evaluate all relevant information to handle inquiries and complaints
Handle and resolve customer complaints
Manage customer accounts
Record customer contacts: comments, details, and action taken
Communicate and coordinate with internal departments
Follow-up on customer interactions
Process RMAs
Escalate customer issues as necessary for timely resolution
Knowledge, Skills and Abilities:
Required:
A professional, positive, and enthusiastic attitude – customer centric
Bilingual (may be required) – English + other language
Interpersonal skills
Communication skills - verbal and written
Listening skills
Problem analysis and problem solving
Attention to detail and accuracy
Knowledge of customer service principles and practices
Adaptability
Initiative
Stress tolerance
Willing to work weekends if needed
Equipment Knowledge:
Computer literate – Gmail, MS Office (Word & Excel)
Ability to type 40 WPM
Experience Requirements:
Generally requires a minimum of two (2) years related experience, typically in a contact center environment.
Education Requirements:
High school diploma required. Associate’s degree preferred or a combination of education and equivalent experience.
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At iHerb we strive for innovation, targeted at delivering a customer-centric experience while transforming the online shopping experience. We change direction and define ourselves in the idea that individually we are incredible but united our growth is infinite and paramount to our success. iHerb strives to be the global industry leader!
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.
