Customer Support Associate (e - commerce)

Customer Support Associate (e-commerce)

Arrow Electronics, Inc. is one of the world's largest electronics distributors, and one of Fortune Magazine's 'Most Admired Companies'. This position will be part of our Digital Team which supports the business from our websites- Arrow.com, Verical.com and MyArrow, where a strategic mindset and interaction with team members across the globe is essential; with a special focus on delivering the best service experience to our customers.

What You'll Be Doing:

• Serve as first point of contact for inbound customer inquiries via phone, email and chat.
• Prioritize a positive customer experience by providing expert level customer service, interfacing directly with customers for resolution; with a high level of professionalism, a solid adherence to SLA's and expected time of response.
• Greet customers in a courteous and professional manner, listen carefully to customers' needs and concerns, clarify and confirm customer requirements in a clear and concise manner to ensure issue resolution and customer satisfaction.
• Always maintain a courteous and calm manner to de-escalate stressful or difficult situations; rely on manager or team support when necessary.
• Maintain basic knowledge of customer products and/or services.
• Use internal Arrow resources and tools to effectively handle customer inquiries, troubleshoot, and find the best solution.
• Use Salesforce to document customer information to create, update or adjust customer contact, account and/or case records.
• Consistently and accurately maintain Salesforce with customer contact/request reason and resolution for accuracy and metric tracking.
• Owns all cases generated by incoming requests from customers via phone, email or chat, until completion in an End-to-end process.
• Provides prompt follow up of cases to end user customers.

What We're Looking For:

• Bachelor's degree or High School diploma
• 1 year of experience in customer service / e-commerce support.
• Microsoft Office skills – basic or intermediate
• Fluent in English.
• Attentive to detail.
• Strong written and verbal communication skills.

Work Arrangement:

• Hybrid: 3 days in office/2 days work from home

What's In It For You:

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That's why we offer competitive financial compensation, including various compensation plans, and a solid benefits package.

• 30 days of Christmas bonus
• Hiring Bonus
• 40% vacation premium
• 12 vacation days plus 2 Floating days, sick days and holidays
• Vision and Dental Assistance
• Life Insurance
• Healthcare Insurance
• 10% Food/Pantry Vouchers
• Restaurant Vouchers
• 13% Savings Fund
• Tuition reimbursement
• Growth Opportunities, and more!

Location:

MX-JAL-Tlaquepaque, Mexico (HPE Guad office)

Time Type:

Full time

Job Category:

Business Support