Customer Experience Advisor (Remote)

About the role

Wuffes is looking for a Customer Experience Advisor to deliver outstanding customer service and support remotely. The role suits candidates based in Latin America, particularly Mexico or Colombia, so they can stay aligned with the Customer team and company structure. Agents resolve customer inquiries and issues and help maintain positive customer relationships.

Key responsibilities

• Resolve customer inquiries and issues by email promptly and accurately, aiming for a high first-contact resolution rate.
• Maintain strong product knowledge and give product information, recommendations and assistance to enhance the shopping experience and increase sales.
• Meet or exceed individual and team targets, including customer satisfaction scores and other metrics.
• Process orders, returns and warranties according to company policies and procedures.
• Keep knowledge of products, policies and procedures up to date.
• Identify opportunities to improve processes and help implement solutions that enhance the customer experience.
• Maintain a positive, professional attitude in all customer interactions.

Required profile

• At least 1-2 years of customer service experience, preferably in a call center or retail environment.
• Excellent English, spoken and written.
• Ability to work a flexible schedule, including evenings, weekends and holidays.
• Proven ability to handle challenging customers professionally and empathetically.

Required skills

• Strong problem-solving and quick thinking.
• Proficiency with computers and customer service software.
• Attention to detail, conflict resolution and resilience under pressure.
• Sales skills: identifying sales opportunities and promoting Wuffes products.