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Customer Care and Design Specialist

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full-time

Posted on:

Location Type: Hybrid

Location: Tunis • Tunisia

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About the role

  • 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

  • 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
  • Flexible work arrangements
Applicant 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