Customer Service Representative – Spanish Speaker ID-11497

December 3, 2024

Please read the Job Description

We are looking for an enthusiastic person to join our amazing customer service team and help Tom’s Key Company grow as a valued team member. The primary focus of this position is helping customers efficiently and effectively through phone, email, live chat, and any other communications methods needed.

About Tom’s Key Company

Tom’s Key Company is a quickly growing online store that provides do-it-yourself spare car keys and remote fob solutions to vehicle owners in USA and Canada. This enables customers to save money over expensive dealership prices for an extra key or remote.

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Role and Responsibilities:

Work Remotely
Provide exceptional customer service that leaves customers amazed.
Respond to customers from USA & Canada who call or text us by speaking with customers on the phone or responding to their text. Currently, we use Dialpad for text and phone calls.
Reply to customers’ messages (primarily email and live chat) through helpdesk software. (We use GrooveHQ, similar to Freshdesk and Zendesk)
Before a sale: Research and answer questions from potential customers.
After a sale: Communicate with customers to provide great customer service by solving problems, providing order updates, and requesting reviews when a customer has had a great experience.
Complete administrative tasks such as logging new orders, screening incoming orders for problems, process returns, entering data, and issuing replacement or refunds for orders where appropriate.
Perform some basic Shopify tasks such as order fulfillment, canceling an order, editing an order, process refunds, making an invoice, generating discount codes.
Contribute ideas to make customer service more efficient and consistent.
Monitor Tom’s Key Company’s social media accounts such as Facebook, Instagram, and Youtube and respond to messages, comments, and inquiries.
Performs Customer Service Admin/Ad-hoc Tasks when needed.
Ability to participate in regular team meetings. Typically twice per week.
Full-time work (40 hours per week). Working hours are flexible but must be willing to work during US daytime.
Coordinate working schedules with other team members to provide coverage for customer service.

Qualifications:

Native Spanish Speaker
Fluent in English
3 or more years experience in Customer Service through phone and email.
3 or more years experience in e-commerce as a Customer Service Representative
Attentive to details.
Excellent English, both written and verbal skills.
Comfortable providing support to customers in English via phone.
Interest in automotive vehicles.
Have a basic knowledge of and / or experience repairing cars, trucks, motorcycles, or other machinery/electronics. Basic troubleshooting and problem-solving skills are essential.
Experience with helpdesk and ecommerce software such as:
Customer support (e.g. Groove HQ, Zendesk, Gorgias, or similar)
Shopify or Amazon Seller Central
Knowledgeable in G-Suite applications such as Google Drive, Google Docs, Google Sheets, Google Slides, and Google Meet.
Ability to empathize with customers and understand their perspectives when solving problems, but still keep the business needs in mind. Willing to make decisions within established boundaries.
Problem solver and independent worker.
Passionate about learning. Training will be provided to help this team member learn their role and responsibilities. As a growing company, there is much opportunity to learn new things, including working with minimal supervision and having the initiative to research and learn new things.
Computer access with high-speed internet.

Customer Service Representative – Spanish Speaker ID-11497

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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