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About the role
Key responsibilities & impact- Provide courteous and efficient assistance to customers via various channels including phone, email, tickets and live chat, addressing inquiries, order-related questions, and concerns.
- Assist customers in providing preliminary information about the product catalog.
- Maintain a comprehensive understanding of our products and services, helping customers choose the right options and providing information on product specifications and customization.
- Support customers in placing orders, modifying existing orders, and ensuring accurate order details, pricing, and shipping information.
- Assist customer with file checking, correction, adapting to the product features selection and ensuring their projects/design meet the internal printing standards.
- Investigate and resolve customer issues/complaints, including order discrepancies, file upload errors, damaged products, payment options inquiries or delivery delays, with a focus on timely resolution and customer satisfaction.
- Assist customers with any technical issues related to our online ordering platform, guiding them through the process and troubleshooting as needed.
- Ensure that all customer interactions meet or exceed company standards for quality, professionalism, and customer satisfaction.
- Gather customer feedback, suggestions, and complaints, and share insights with the relevant teams to improve our products and services continually.
- Maintain accurate records of customer interactions, orders, and issues in our CRM system (Zendesk).
Requirements
What you’ll need- Hands-on experience with design software (e.g., Adobe Creative Suite).
- Strong understanding of typography, color theory, and layout design.
- Ability to understand file issues and provide support.
- Strong knowledge in printing processes is a plus.
- Previous experience in customer service or a similar role is a plus.
- Strong problem-solving and conflict resolution skills.
- Excellent command of American English, verbal and written communication.
- Strong understanding of American culture.
- Excellent command of Spanish is a plus.
- Experience in using customer support software and tools (CRM systems: e.g., Salesforce, Zendesk).
- Proficiency in Microsoft Office.
- Knowledge of e-commerce or SaaS platforms.
- Strong organizational and multitasking abilities.
- High attention to detail and customer-oriented mindset.
- Team-oriented mindset and the ability to collaborate cross-functionally.
- Flexibility to work in shifts, including night shifts, to cover the US time zones.
Benefits
Comp & perks- Flexible work arrangements
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
design softwareAdobe Creative Suitetypographycolor theorylayout designprinting processescustomer support softwareCRM systemsSalesforceMicrosoft Office
Soft Skills
problem-solvingconflict resolutionverbal communicationwritten communicationorganizational abilitiesmultitaskingattention to detailcustomer-oriented mindsetteam-oriented mindsetflexibility