Customer Experience Coordinator

Vintti is a forward-thinking staffing agency at the forefront of global talent solutions. We specialize in connecting US-based SMBs, startups, and firms with highly skilled professionals from Latin America. Our innovative approach breaks down geographical barriers, allowing businesses to tap into a rich pool of diverse talent while offering Latin American professionals access to exciting international career opportunities. Vintti builds bridges across continents, fostering cultural exchange and driving business growth through strategic staffing solutions.

A Customer Experience Coordinator plays a pivotal role in ensuring exceptional customer satisfaction and seamless service delivery. This position involves managing customer interactions across various channels, addressing inquiries, and resolving issues promptly. The Coordinator gathers and analyzes feedback to enhance service quality, collaborates with different departments to implement customer-centric solutions, and proactively identifies opportunities for improving the overall customer journey. By fostering positive relationships and maintaining a high standard of service, the Customer Experience Coordinator helps drive customer loyalty and brand reputation.

- Bachelor's degree in Business, Communications, or related field, or equivalent work experience
- Proven experience in a customer service or customer experience role
- Excellent verbal and written communication skills
- Strong problem-solving skills and the ability to think critically and creatively
- High level of empathy and emotional intelligence
- Proficiency with CRM software and other customer service tools
- Strong organizational skills and attention to detail
- Ability to multitask and manage time effectively
- Ability to work independently and as part of a team
- Familiarity with social media platforms and their respective best practices for customer interaction
- Basic knowledge of Microsoft Office Suite (Excel, Word, PowerPoint)
- Ability to remain calm and professional under pressure
- Willingness to learn and adapt to new technologies and processes
- Strong analytical skills and ability to gather and interpret data
- Flexibility to work various shifts, including evenings and weekends if necessary
- Familiarity with e-commerce platforms and logistics processes is a plus

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Handle and resolve customer complaints and issues with diplomacy and empathy
- Process orders, returns, and exchanges accurately and efficiently
- Maintain comprehensive and up-to-date knowledge of company products, services, and policies
- Track and document customer interactions and transactions in the CRM system
- Collaborate with internal teams to address complex customer issues and ensure seamless service delivery
- Gather and analyze customer feedback to identify trends and areas for improvement
- Assist in developing customer service policies, procedures, and best practices
- Coordinate with the logistics team to ensure timely and accurate delivery of products
- Follow up with customers to ensure their satisfaction with products and services
- Support marketing efforts by assisting with customer outreach and engagement activities
- Participate in team meetings and training sessions to stay informed and improve skills
- Manage social media interactions to address customer inquiries and foster community engagement
- Prepare and submit daily, weekly, and monthly reports on customer service activities and performance
- Continually seek opportunities to enhance the customer experience and provide feedback to management

The ideal candidate for the Customer Experience Coordinator role will possess a Bachelor's degree in Business, Communications, or a related field, coupled with proven experience in a customer service or customer experience capacity. They will demonstrate exceptional verbal and written communication skills, enabling them to handle customer inquiries and complaints with diplomacy and empathy. Their strong problem-solving abilities and critical thinking will allow them to navigate complex customer issues adeptly, while their high level of emotional intelligence will ensure they connect meaningfully with customers. Proficiency with CRM software and customer service tools is essential, as well as familiarity with social media platforms and best practices for customer interaction. The candidate's strong organizational skills and attention to detail will support their ability to manage multiple tasks and priorities efficiently. They will be comfortable working both independently and collaboratively within a team, showing resilience and remaining calm under pressure. With a customer-centric mindset, they will demonstrate a passion for delivering excellent service and possess the adaptability to learn and integrate new technologies and processes. An innovative and proactive approach will drive their readiness to contribute ideas for improvement, ensuring continuous enhancement of the customer experience. Their effective time management, along with an enthusiastic and positive attitude, will further set them apart as an ideal candidate for this role.

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Handle and resolve customer complaints and issues with diplomacy and empathy
- Process orders, returns, and exchanges accurately and efficiently
- Maintain comprehensive and up-to-date knowledge of company products, services, and policies
- Track and document customer interactions and transactions in the CRM system
- Collaborate with internal teams to address complex customer issues and ensure seamless service delivery
- Gather and analyze customer feedback to identify trends and areas for improvement
- Assist in developing customer service policies, procedures, and best practices
- Coordinate with the logistics team to ensure timely and accurate delivery of products
- Follow up with customers to ensure their satisfaction with products and services
- Support marketing efforts by assisting with customer outreach and engagement activities
- Participate in team meetings and training sessions to stay informed and improve skills
- Manage social media interactions to address customer inquiries and foster community engagement
- Prepare and submit daily, weekly, and monthly reports on customer service activities and performance
- Continually seek opportunities to enhance the customer experience and provide feedback to management

- Strong empathy and emotional intelligence
- Excellent verbal and written communication skills
- Proactive and solution-oriented mindset
- High attention to detail and organizational skills
- Ability to work both independently and collaboratively
- Strong critical thinking and problem-solving abilities
- High level of adaptability and willingness to learn
- Resilience under pressure and ability to handle challenging situations calmly
- Customer-centric approach with a passion for delivering excellent service
- Effective time management and multitasking capabilities
- Strong interpersonal skills and ability to build rapport with customers and team members
- Innovative mindset with willingness to contribute ideas for improvement
- Tech-savvy with proficiency in CRM software and customer service tools
- Positive and enthusiastic attitude

- Competitive salary range, commensurate with experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- Paid time off (PTO) and sick leave
- Retirement savings plan with company matching
- Opportunities for professional development and career advancement
- Flexible work hours and the option for remote work
- Employee wellness programs and resources
- Company-sponsored training and certification programs
- Discounts on company products and services
- Access to mental health support and counseling services
- Collaborative and inclusive work environment
- Regular team-building activities and events
- Annual performance bonuses and incentives
- Transportation and commuting assistance
- Parental leave and family support programs