Description
Position Summary:
Provide support to stores end users, guidance on CRM doubts on new & previous functionalities. eg Why cannot access? How to retrieve orders? Etc.
End users will call a specific number which needs to be answered quickly.
During first period, some of this commando team member can be assigned to visit a predetermined store.
They should focus on retraining store agents on any activity previously identified as the top calling reason.
Job responsibilities:
- Identifying customers' needs, clarify information, research every issue and provide solutions
- Provide Support to store agents. Via call center or direct visits.
- Guidance on CRM solution implemented
- Identify and permanently report recurring events.
- Focus on identifying agents pain points.
- Visit stores as required in order to provide support and reinforce training on critical aspects.
- Be permanently informed on any incident that might impact stores activities.
- Keep stores informed.
- Be informed on work around available to any given process.
- Keep stores informed.
- Meet personal/team qualitative and quantitative targets
Basic Job requirements:
- College degree preferred or at least some college education, ideally on computer science.
- Previous call center experience is a plus.
- Computer skills such as an understanding of Microsoft Office, email and chat technologies
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Spanish Speaking
- Ability to travel to certain locations
- Ability to work between 10am - 10pm (stores working hours)