Customer Service Escalations Specialist (Chile)
Gelato
Santiago, Santiago Metropolitan Region, Chile
hace 32 días

About Gelato

We are here to change the world. We’re building the world’s most intelligent print cloud to make digital printing easy, efficient, and local.

We believe that collaborative consumption can be the positive consequence of a sharing economy . We believe in sharing fixed assets in our case : sharing print machines allowing excess capacity to be intelligently allocated.

You'll have the opportunity to be part of a growing company with a start-up focus and ambitions to create great products with the customer’s interests at the core of everything we do.

Gelato Globe, Gelato’s solution for B2B, is a digital print cloud that helps global companies print locally and have their prints delivered to more than 70 countries.

Gelato Globe enables multi-national companies to easily order prints across borders, secure local printing and brand consistency while assuring fast delivery and minimize their carbon footprint.

Position summary

We are seeking a talented Customer Service Escalations Specialist to join our growing team. You will work closely with a team of escalations specialists to secure efficient and excellent quality communication with Customer Service front line agents and Gelato print partners.

You will focus on the support of local clients as well as supporting the global team with coverage of our international clients.

Working on multiple tasks at a fast pace is business as usual. The ideal candidate is a customer-obsessed problem solver, who wants to exceed expectations, is eager to learn and improve.

The position is based in Santiago (Chile).

What you will be doing

  • Managing escalations from printers, shipping providers, and other functions (as agreed upon), providing timely answers back to the requestors within agreed upon timelines.
  • Assisting Customer Service front line agents and Gelato Network print partners with technical and knowledge support.
  • Following up each contact with timely updates and proactively communicating when issues are not resolved within agreed upon timelines.
  • Investigating, reproducing, assessing the scale, finding the root cause, and resolving issues connected with the daily production as well as complicated end user queries.
  • Writing clear, concise documentation for team members and Gelato printers to prevent similar issues across the full network and monitoring the health of these new operational processes.
  • Who you are

    In order to be successful in this role you will need to have a start-up mentality, 1-2 years of experience in the Customer Service or Customer Experience (Services / Customer facing) or have had front end experience with customers.

    You are committed to excel with energy and endurance while you understand that building a company is hard but satisfying work.

    We believe you would be a very good fit if you have 1 to 4 years of overall work experience or you are an English-speaking foreigner who is living in Chile and wants to be part of a fast paced company who is introducing a whole new concept to Chile and Latam.

    Moreover, we would like to see evidence of the following in your profile :

  • University degree.
  • Ability to adapt, change and grow quickly as we build the organization.
  • Excellent organizational and time management skills with great attention to detail.
  • Strong client facing and communication skills.
  • Good interpersonal skills to deal with users who may have little technical knowledge.
  • All candidates should be business-fluent in English; Portuguese is a plus.
  • What we offer

    We offer the rare opportunity to change the world in such that everyone around you can use the services you’ve been part of building.

    We’re not just another social web application; we’re improving one of the world’s largest industries.

    We offer you a chance to be part of a truly amazing journey in a company that sets very high targets and works hard to achieve them.

    You will be able to work with smart, motivated and engaged co-workers from all over the world, in an intense and very energetic environment.

    You will have a tangible impact on the way that we operate and expand our business. Working with some of the most ambitious colleagues out there you will have a ground floor opportunity to put all your experience and know-

    how to the test while learning at a speed you thought was impossible before joining.

    As we continue to grow we want you to grow with us and for the right candidate there is no limit to where this opportunity might take you.

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