Customer Escalation Specialist (Spanish Bilingual)
PH · Manila · Metro Manila, Philippines · Remote · Full-time
需适配卡塔尔时区工作
Salary not stated
AI summary
About the company
RippedBoxStation，业务涉及物流、航运等领域，为客户提供相关服务，具体规模等信息未提及。
Role overview
该岗位为全职远程客户升级处理专员，需适配卡塔尔时区工作，主要负责处理复杂客户咨询与升级问题，协调内外部资源解决物流等相关问题，维护客户满意度，记录客户交互并推动流程优化，还需协助指导初级客服人员，达成服务水平协议。
Responsibilities
- 通过电话、邮件、聊天提供高级客户支持，解决复杂咨询与问题
- 调查、排查并解决升级客户问题，确保及时有效方案
- 协调内外部部门、承运商及第三方伙伴解决相关问题
- 跟进客户案件至解决，提供主动更新，维护高满意度
- 准确记录客户交互、问题解决及跟进活动至相关系统
- 识别重复问题，推荐流程优化方案提升客户体验
- 协助指导初级客服人员，分享知识与最佳实践
- 达成服务水平协议、质量标准及客户满意度目标
Requirements
- 有客户服务、二级支持、呼叫中心等相关客户面向岗位经验
- 英语流利，西班牙语熟练为加分项
- 有物流、航运、货运代理或供应链行业经验
- 具备优秀英语沟通能力，口音偏向北美或英式
- 具备排查、问题解决及冲突处理能力，可处理升级问题
- 可通过电话、邮件、聊天支持客户
- 熟练使用CRM系统及客户支持平台，可多任务处理
- 组织能力强，注重细节，可同时管理多个客户案件
Nice to have
- 具备快速学习能力，可适应新系统、流程及业务需求
- 拥有积极以客户为中心的心态，致力于提供优质体验
- 可靠且稳定，有意在客户支持领域长期发展
Notes for China-based candidates
- 需适配卡塔尔时区工作
- 岗位为远程形式，无明确地域限制
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Excerpt
JOB CODE: FTCSR[phone] - AN 40 hours per week Time Zone: Doja Qatar Timezone Key Responsibilities Provide advanced customer support via phone, email, and chat, resolving complex customer inquiries and service-related issues. Investigate, troubleshoot, and resolve escalated customer concerns while…
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