Descripción y detalle de las actividadesPosition Overview: We are seeking a Bilingual (English & French) Customer Experience Specialist responsible for maintaining day-to-day customer communications for our rapidly growing direct-to-consumer e-commerce operations.The specialist will work within a team to ensure an exceptional customer experience from pre-purchase to post-delivery.
**Key Responsibilities**:- **Order Management**: Manage daily tasks including checking dimensions, approving templates, providing tracking updates, and liaising between customers and the production team.
- **Product Expertise**: Serve as a product expert, providing detailed information on custom-made-to-order hot tub covers, offer measuring support, and identify and capitalize on cross/upsell opportunities to build the best cover possible.
- **Order Processing**: Place and amend orders in the e-commerce backend (Shopify).
- **Issue Resolution**: Research and resolve order issues (e.g., lost, damaged, incorrect dimensions) and liaise with third parties to file claims when necessary.
- **Return Management**: Generate Return Merchandise Authorizations (RMAs).
- **Warranty Management**: Request and assess required pictures and background information from customers on new and existing warranty claims.Collaborate with the production team to provide appropriate solutions (remake, discount on new cover, etc.).
- **Channel Maintenance**: Monitor and maintain accurate inventory, pricing, and status across e-commerce channels.
- **Internal Communication**: Communicate with TCG departments to gather and share key information on potential risks.
- **Content Management**: Update and expand product content, including specs, templates, related parts, and features.Request new content as needed (ie. macros, FAQs,



product page updates)Experiência y requisitos**...Key Responsibilities**:- **Process Improvement**: Identify and assist in resolving product, channel, or process issues in collaboration with the Director.
- **Professionalism**: Maintain a high level of professionalism, creating a personalized e-commerce experience that reflects The Cover Guy brand and product quality.
- **Goal Achievement**: Demonstrate responsibility and accountability in meeting individual and team goals and KPIs, while exceeding customer expectations.
**Skills & Qualifications**:- **Proficiency in English & French (both is a must)**:- Bachelor's degree, College degree, or equivalent professional experience- Strong customer service skills with experience in a fast-paced e-comm or call center environment- Dedicated to connecting with customers, solving problems, and creating positive experiences- Excellent attention to detail- Professional verbal and written communication skills- Strong computer and phone skills, with experience in Zendesk Professional Suite and Shopify- Exceptional time management skills, accountability, and adaptability in a flexible work environment- Team-oriented mindset with critical thinking abilities- Experience with luxury or custom productsBeneficios- Beneficios de acuerdo a la LFT- Bono de Puntualidad- Bono de Asistencia- Vales de Despensa- Días de permiso por matrimonio- Días de permiso por enfermedad- Días de permiso por fallecimiento de familiar directo- Caja de ahorro- Fondo de ahorro- Comedor subsidiado**Número de vacantes** 1**Área** Atención a Clientes/Call Center/Telemarketing**Contrato** Permanente**Modalidad** Presencial**Turno** Diurno**Jornada** Jornada completa**Horario**- Tiempo completo- Lunes a viernes- Turno Matutino**Estudios** Carrera sin título**Inglés**Hablado: Avanzado, Escrito: Avanzado**Frances**Hablado: Avanzado, Escrito: Avanzado**Disponibilidad p.viajar** No

📌 Bilingual (English & French) Customer Experience Specialist (Tijuana)
🏢 Robert'S Enterprises, De C.V.
📍 Tijuana