Job Summary:
The Customer Support Representative-II will be responsible for ensuring a smooth and error-free execution of a white glove grocery delivery service. The role focuses on proactive communication with delivery drivers to ensure exceptional quality and a 0% error rate. You will work within a fast-paced, collaborative environment and be a key player in driving service excellence by addressing delivery issues, managing workflows, and identifying trends to improve processes. Fluency in Spanish is required for this position.
Key Responsibilities:
•Proactively reach out to dashers to set clear delivery expectations and instructions.
•Address ad-hoc dasher issues with empathy and urgency.
•Spearhead and execute workflows to meet exceptional SLAs.
•Identify trends and communicate findings to the broader teams for process improvements.
•Develop a deep expertise in product, processes, systems, and tools.
•Provide world-class customer service as part of a collaborative team.
•Assist in troubleshooting and problem-solving for delivery-related issues.
•Ensure Client's brand voice and tone are upheld in written and verbal communication.
Required Qualifications:
•Bachelor's degree or equivalent work experience.
•2+ years of experience in a fast-paced customer service role in technology, hospitality, or grocery & convenience.
•Highly motivated and able to work independently.
•Natural problem solver, capable of triaging problems without predefined solutions.
•Fluent in English with above-average technical fluency (typing speed of 40 WPM).
•Strong written communication skills, including top-notch grammar, spelling, and the ability to write in Client's brand voice and tone.
•Comfortable using tools like Google Sheets and other tech platforms.
Preferred Qualifications:
•Familiarity with G-Suite, Slack, Atlassian, Salesforce.
•Previous experience in grocery & convenience.
•Conversational proficiency in Spanish.
Education: Bachelors Degree