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Customer Experience Executive

1 month, 2 weeks ago
Mexico, Argentina, Brazil, El Salvador, Colombia, Dominican Republic
Full-time
Junior
Customer Success
Customer and Technical Support
Apply Now
Koi Limited

Koi Limited

Textiles, Apparel & Luxury Goods
11-50
Founded 2012
View All Jobs 15

Description

  • Respond to customer enquiries via email, live chat, and social media in a timely and professional manner.
  • Process refund requests and order adjustments in line with company policies.
  • Investigate and resolve order issues such as delayed deliveries, incorrect items, and missing parcels.
  • Provide accurate information about products, stock availability, shipping times, and company policies.
  • Assist customers with account-related queries, including updating details and explaining policies.
  • Monitor and respond to social media messages and customer reviews, escalating concerns when needed.
  • Log, tag, and document customer interactions and resolutions in the internal system.
  • Identify recurring customer issues and share process improvement opportunities with the team.
  • Flag repetitive queries that could be handled by the AI tool and provide feedback to the manager to improve automation.
  • Collaborate with warehouse, purchasing, and product teams to resolve issues and support a consistent customer experience.

Requirements

  • At least 2 years of experience in customer service roles.
  • Excellent communication skills and a customer-first mindset.
  • Strong organisational skills and the ability to work well under pressure.
  • A proactive problem solver with curiosity and eagerness to learn new technologies.
  • Ability to work effectively as a team player in a collaborative environment.

Benefits

  • Competitive salary commensurate with experience and qualifications.
  • $1,000 base salary.
  • 25 days of paid vacation per year, including local public holidays.
  • Work from home arrangement.
  • Training and development opportunities.
  • Performance bonus.

Interested in this position?

Apply directly on the company website

Apply Now

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