Job Description

Customer Service Representative- Portuguese

Fremont, California, United States

About Weee!

Weee! is the largest and fastest-growing ethnic e-grocer in the United States, operating in one of the largest underserved categories in retail with affordable access to exciting ethnic food. By partnering with local suppliers, redesigning the value chain and leveraging social buying, Weee! is reshaping the grocery business entirely. You can read more about us on Business Insider, Reuters and TechCrunch.

Weee! is headquartered in Fremont, CA, and is currently available coast to coast with exceptional growth (5x YoY) across geographies, categories and ethnicities. We have raised $800M+ in funding to date from leading investors including Softbank Vision Funds, DST, Blackstone, Tiger Global, Lightspeed Ventures, Goodwater Capital, XVC and iFly. The opportunity now is to join a rocketship as we prepare for the next stage of growth, and an eventual public listing.

This role is onsite 5 days a week in Fremont, CA

About the Role

The Customer Service Representative will be the primary point of contact for our Latino customers, handling inquiries, resolving issues, and ensuring a seamless and positive customer experience. This role requires fluency in both English and Portuguese, as well as a deep understanding of the Latino cultural nuances to effectively communicate and build trust with our customers. The ideal candidate will be customer?centric, solution?oriented, and able to thrive in a fast?paced e?commerce environment.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, chat, and social media channels in both English and Spanish, addressing questions related to product information, order status, shipping details, returns, and refunds.
• Resolve customer complaints and issues efficiently, taking ownership of problems from initial contact through to resolution, and ensuring customer satisfaction is achieved.
• Accurately record customer interactions, inquiries, feedback, and resolutions in the company's customer relationship management (CRM) system.
• Collaborate with cross-functional teams, including sales, logistics, and product teams, to address complex customer issues and provide relevant customer insights.
• Proactively identify potential customer service trends and recommend improvements to enhance the overall customer experience for the Latino market.
• Educate customers on the company's products, services, policies, and promotions, tailoring communication to align with Latino cultural preferences and needs.
• Maintain a high level of product knowledge to provide accurate and helpful information to customers.
• Adhere to company customer service standards, policies, and procedures at all times.

Qualifications

• Fluency in both English and Portuguese (written and spoken), with the ability to communicate clearly, professionally, and empathetically in both languages.
• High school diploma or equivalent; associate's or bachelor's degree is a plus.
• At least 1 year of customer service experience, preferably in an e-commerce, retail, or related industry.
• Familiarity with CRM systems (e.g., Salesforce, Zendesk) and basic computer skills (Microsoft Office Suite).
• Strong customer service orientation with a passion for helping others and resolving problems.
• Excellent communication, interpersonal, and active listening skills.
• Ability to work in a fast?paced environment, manage multiple tasks simultaneously, and adapt to changing priorities.
• Detail?oriented with strong organizational and time?management skills.
• Knowledge of Latino culture, traditions, and consumer behavior is a significant advantage.
• Benefits: Comprehensive health insurance package, including medical, dental, and vision. PPO/HMO packages; 401k, 4% company match; Equity and Bonus; Vacation, sick and holiday time off; Monthly mobile stipend; Monthly Weee! Points credits.

Compensation Range

• The US base salary range for this full-time position is $23$27/hr.
• This role may be eligible to discretionary bonus, incentives and benefits.
• Our salary ranges are determined by role, level, and location.

The range displayed on each job posting reflects the minimum and maximum base salary for new hires for the position across all US locations. Within the range, individual pay is determined by multiple factors like job?related skills, experience and work locations. Your recruiter can share more about the specific salary range during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include any variable compensation elements.

Weee! is an equal opportunity employer welcoming all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. Discrimination or harassment of any kind is not tolerated at Weee!. If you need to inquire about an accommodation or need assistance with completing the application, please email us at applicantaccommodation@sayweee.com.

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