Email: info@virtualcareers.com

Bilingual Customer Service Manager at Wayfair

Are you fluent in Spanish?

Do you have strong problem-solving skills and the ability to think analytically while working in a fast-paced environment?

Do you have a proven ability to close performance gaps?

Wayfair wants to hear from you.

At Wayfair, they care about their customers! Their award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, their team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure seamless delivery to the customer. In the event, a customer should contact their support team via phone, email, chat, social media, or in other ways, they empower their Customer Service Team to resolve the issue. They are passionate about their customers and work to delight them in every interaction with Wayfair.

What You’ll Do

  • Manage a team of 12-18 bilingual consultants at varying skill levels
  • Supervise consultants answering calls and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, backorder inquiries, and any other issues that may arise in the order fulfillment process
  • Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities
  • Conduct side-by-side observations and quality assurance (call monitoring) reviews
  • Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
  • Work closely with Human Resources and Senior Leadership to address and resolve employee issues
  • Effectively interview and recommend candidates for hire
  • Analyze trends based on historical data to close performance gaps
  • Respond in a professional and courteous manner to escalated customer service inquiries, requests, or complaints to reach an effective resolution

What You’ll Need

  • Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
  • Proven ability to close performance gaps
  • Excellent communication and relationship-building skills
  • Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
  • Bachelor’s Degree or equivalent customer-facing and management work experience
  • Must be fluent in Spanish

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in their global headquarters in Boston or Berlin, or in their warehouses or offices throughout the world, they’re reinventing the way people shop for their homes. Through their commitment to industry-leading technology and creative problem-solving, they are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. They’re a community of innovators, risk-takers, and trailblazers who celebrate their differences, and know that their unique perspectives make them stronger, smarter, and well-positioned for success. They value and rely on the collective voices of their employees, customers, community, and suppliers to help guide them as they build a better Wayfair – and the world – for all. Every voice, every perspective matters. That’s why they’re proud to be an equal opportunity employer. They do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

Share this job
Virtual Careers

Virtual Careers is your most reliable job board for remote jobs not just in the United States but also in different parts of the world.

CONTACT US

Virtal Careers
info@virtualcareers.com