Customer experience specialist - english b2+

About Us
At ZTO, we are a high-performance eCommerce company that designs, launches, and scales D2C (Direct-to-Consumer) brands from scratch. We specialize in the health, personal care, and beauty segments, with a strong focus on performance, conversion, and expansion into the U.S. market as well as other international markets including Canada, the UK, and Australia.
Our Customer Experience team is the direct bridge to our customers, ensuring that every interaction—whether by phone, live chat, or any other channel—is fast, effective, and memorable, contributing to customer satisfaction, retention, and loyalty toward our brands.
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Role Overview
We are seeking a Bilingual Customer Experience Specialist with exceptional communication skills to provide support to our customers primarily via phone and live chat. This role is key in ensuring customer satisfaction, resolving issues efficiently, and contributing ideas for continuous improvement in our service processes.
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Key Responsibilities
Customer Support
• Manage inbound calls and live chats in English with professionalism and empathy.
• Handle inquiries regarding orders, shipping, returns, refunds, and products.
• Aim for first-contact resolution, ensuring high levels of customer satisfaction.
Multichannel Management
• Manage interactions from platforms such as Shopify Plus, Amazon, Walmart, and other marketplaces.
• Use CRM/Helpdesk tools (Zendesk, Gorgias, or similar) for case tracking, ticket management, and documentation.
Quality & Continuous Improvement
• Identify patterns and opportunities to optimize service processes.
• Participate in ongoing training to enhance skills and product knowledge.
• Contribute to the creation of guides, macros, and templates to streamline customer service.
Customer Insights & Analysis
• Collect and report customer feedback, complaints, and suggestions.
• Monitor and achieve KPIs such as NPS, CSAT, average response time, and first-contact resolution rate.
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Requirements
Experience
• 2+ years in customer service or support roles in eCommerce or digital retail.
• Proven experience in phone and live chat support.
• Degree in Engineering, Business Administration, or related fields.
Languages
• Advanced English (able to manage calls and chats fluently with international customers).
Technical Skills
• Proficiency in CRM/Helpdesk tools such as Zendesk, Gorgias, Freshdesk, or similar.
• Basic understanding of logistics processes related to digital sales channels.
Soft Skills
• Clear, empathetic communication skills.
• Strong customer and results orientation.
• Ability to prioritize in high-demand environments.
• Commitment to continuous improvement and learning.
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What Would Make Us Love You
• Experience in eCommerce or service environments with international customers.
• A proven track record of improving key KPIs such as response time, NPS, or first-contact resolution rate.
• Passion for helping customers and creating memorable experiences.
• Strong focus on developing strategies and solutions to prevent or resolve service or process issues.
• Proactive in suggesting improvements and eager to learn new tools.
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Why Join Us?
• High-performance culture with direct impact on the customer experience.
• Opportunity to work with global brands in expansion.
• Access to cutting-edge tools and continuous training.
• Collaborative, dynamic, and results-driven environment.
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Additional Information
This position is key to ensuring that every interaction with our customers delivers value, trust, and satisfaction, becoming a driver for loyalty and retention. As a Bilingual Customer Experience Specialist, you will have a direct impact on brand perception and reputation, while contributing to internal process improvement.
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Diversity & Inclusion
At ZTO, we value diversity and inclusion. We foster an environment where every team member is heard, respected, and given equal opportunities. Our ideas and results matter more than titles.
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Ready to Take the Next Step?
If you are ready to deliver exceptional customer support, optimize processes, and enhance our customers’ experience, we want to hear from you! Apply with your resume and a brief cover letter (in English) outlining your customer service experience and achievements in key KPIs.

Profesional

Universitaria

Ingeniería industrial

Administración de empresas

Mercadeo

2 años de experiencia

1 Vacante