GSD Global Support Generalist, Portuguese and English Required, Distribution Support
GSD Global Support Generalist, Portuguese and English Required, Distribution Support
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Salary Not Disclosed
1 Vacancy
Job Description
The Global Services Departments purpose is to help others come unto Christ by serving members leaders and employees globally in a simple and efficient way. The Distribution Support Team is seeking a Global Support Generalist who is dedicated to this purpose and accomplishing the work. We help globally by recognizing the diversity of languages cultures and people we serve.
Team members are required to work in the office at least one day in our Riverton office (or more) a week. The person in the position may be eligible for a hybrid work arrangement that includes working in the office and from home based on business needs.
About Our Team
Our contact center team supports the Church Online Store. Global support generalists serve on interactions assisting members leaders employees and friends of the Church with orders issues and product inquiries.
Our purpose is to minister to the one by helping individuals acquire resources that support them in:
- Making and keeping sacred covenants
- Learning the doctrine of Christ
- Coming unto Him
Learn more about the GSDHERE!
Responsibilities
- Acts as the first point of contact for all customer phone calls and emails and provide prompt resolution and troubleshooting for the customer
- Delivers exceptional customer service to both external and internal customers
- Clarifies customer requirements; probes for understanding provides resolution to the customer
- Facilitates the timely and complete resolution of current and potential customer issues and inquiries
- Acts as the point person on all order processing and requests
- Initiates account credits returns and general customer maintenance
- Uses knowledge of our products and the gospel to suggest alternative and additional products or solutions to customers
- Records all customer contact information in CRM system
- Outbound customer contact as inquiries and projects require
Qualifications
- Requires a high school diploma or equivalent 0 to 2 years of related experience preferred
- Fluency in both spoken and written English and Portuguese is required.
- Ability to learn computer programs databases and websites quickly
- Quick to respond to requests and completely dependable on followthrough
- Demonstrated ability to handle sensitive confidential information
- Superior oral and written communication skills
- Performs work under general supervision
- Outstanding customer skills with the ability to empathize and professionally troubleshoot and resolve customer issues
- Handles basic to intermediate issues and problems and refers more complex issues to Global Support Specialists
Additional preferred skills that we are searching for in the ideal candidate:
Hard Skills
- Proficiency in CRM software
- Fast and accurate typing
- Ability to communicate across multiple channels (e.g. email chat and phone)
- Basic troubleshooting and technical knowledge
- Strong data entry and documentation skills
- Familiarity with product or service information
- Experience navigating ticketing systems
- Fluency in required languages: English and Portuguese
- Understanding of service level agreements (SLAs) and key performance indicators (KPIs)
- Knowledge of company and department policies and procedures
Soft skills
- Empathy and active listening
- Clear and professional communication
- Patience and emotional resilience
- Strong problemsolving and critical thinking abilities
- Adaptability and flexibility
- Effective time management and prioritization
- Team collaboration and support
- Positive attitude and a customerfirst mindset
- Ability to deescalate and resolve conflict
- Personal accountability and ownership
Required Experience:
Exec
Employment Type
Full-Time
