Job Summary:

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

 

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Location: Remote 

Schedule: Tuesday-Saturday 2pm-10:30pmPST

Knowledge, Skills and Abilities:

   Required:      

  • Bilingual in Arabic (written and verbal)
  • A professional, positive, and enthusiastic attitude – customer centric
  • 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.

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