**Experienced Customer Experience Agent – Global Support Operations**
**Join arenaflex's rapidly-growing Marketplace Live Operations team and become an expert in addressing the most pressing needs and concerns of arenaflex's thousands of partner merchants, customers, and dashers worldwide.**
**About arenaflex**
At arenaflex, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of usersfrom Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
**Job Highlights:**
* Full-time position
* Weekly pay (every Friday)
* Direct contract with arenaflex
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Comprehensive benefits and perks package
**Compensation and Bonuses:**
* Base salary: $15,000 MXN monthly
* Monthly wellness bonus: $1,000 MXN
* Monthly grocery vouchers: $1,000 MXN
* Performance bonus: Up to $3,750 MXN
**Additional Benefits:**
* Paid personal days in addition to legally mandated vacation days
* Work-from-home equipment provided
* Life insurance
* Aguinaldo: 15 days
* Savings fund: 10%
* Social Security and Medical Coverage:
+ IMSS
+ Ambulance service: 5 free events
+ Medical assistance at home: 2 free events, subsequent services at preferential costs
+ 24/7 medical orientation: Free phone consultations year-round
+ Psychological assistance: Free initial consultation, preferential rates for additional sessions
+ Unlimited nutritional guidance: Available Monday-Saturday, 9:00 AM - 9:00 PM
+ Home nursing services
+ Dental assistance and vision care program
**Job Responsibilities:**
As an Experienced Customer Experience Agent, you will be responsible for handling three main channels: Inbound Calls, Chats, and Emails for arenaflex's partner merchants, customers, and dashers worldwide while maintaining an outstanding experience in every interaction. Your key responsibilities will include:
* Addressing time-sensitive issues, such as payments, account questions, driver issues, or troubleshooting with professionalism in a timely manner
* Developing deep expertise in how arenaflex's processes, systems, and resources work, and how to use them to drive positive outcomes
* Demonstrating effective communication skills and relationship-building
* Exceling at Quality! We want to be the best Customer Experience Company out there!
**Essential Qualifications:**
* At least 1 year of experience troubleshooting customer issues using email, phone, and chat
* Fluent English language skills
* Above average technical fluency (typing speed of 40 WPM)
* Experience in a fast-paced customer service role and are resilient in an ever-changing environment
* Effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using arenaflex's brand voice and tone
* Highly-motivated individual that works well in a team environment
* Above average in technological fluency, including smartphone application navigation, computer function navigation, such as using hotkeys for copy/paste, opening multiple tabs, email
* Customer-centric and you love helping people
* High emotional intelligence and you are great at building relationships
* Very organized--you can juggle both issue resolution & concise communication
* Experience maintaining a high level of professionalism
**Preferred Qualifications:**
* Experience working in a 24/7 operation
* Knowledge of arenaflex's products and services
* Experience with customer relationship management (CRM) software
* Certification in customer service or a related field
**Why You'll Love Working at arenaflex:**
* We are leaders - Leadership is not limited to our management team. It's something everyone at arenaflex embraces and embodies.
* We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day.
* We are learning - We're not afraid to dig in and uncover the truth, even if it's scary or inconvenient. Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute.
* We are customer obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
* We are all arenaflex - The magic of arenaflex is our people, together making our inspiring goals attainable and driving us to greater heights.
* We offer great compensation and benefits package
**How to Apply:**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website and include your resume, cover letter, and any relevant certifications or experience.
**Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only**
We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey
**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse workplace that reflects the communities we serve. If you require any accommodations during the application or hiring process, please inform your recruiting contact upon initial connection.
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