• Assist customers with return requests through phone, email, chat, and other communication channels. • Review and process product or service return requests according to company policies. • Verify customer information, order details, and return eligibility. • Provide customers with return instructions and status updates. • Investigate and resolve customer concerns regarding returns, exchanges, refunds, and account inquiries. • Maintain accurate records of customer interactions and return transactions. • Coordinate with internal departments to ensure timely resolution of customer issues. • Escalate complex concerns to management when necessary. • Follow established procedures while maintaining a high level of customer satisfaction. • Support additional administrative and customer service functions as assigned.

• Serve as the primary point of contact for customer inquiries regarding existing Railbookers and Amtrak Vacations bookings via phone, email, and online channels. • Provide comprehensive support for itinerary changes, cancellations, modifications, and special requests, ensuring accuracy and adherence to company policies. • Troubleshoot and resolve a wide range of customer service issues, including but not limited to booking discrepancies, ticketing concerns, payment issues, and in-travel support. • Liaise effectively with internal departments (e.g., Sales, Operations, Finance) and external partners (e.g., Amtrak, hotel suppliers, transfer companies) to resolve complex issues and facilitate smooth customer journeys. • Process payments, issue refunds, and manage billing inquiries with attention to detail and accuracy. • Proactively communicate with guests about potential itinerary changes or disruptions, offering suitable alternatives and solutions. • Document all customer interactions accurately and thoroughly in the CRM system. • Identify opportunities to enhance the guest experience and provide feedback to management for continuous improvement. • Maintain a high level of product knowledge regarding Railbookers and Amtrak Vacations packages, train routes, destinations, and amenities. • Handle customer complaints and challenging situations with empathy, professionalism, and a calm demeanor, aiming for first-contact resolution whenever possible. • Collaborate with team members and contribute to a positive and supportive contact center environment. • Adhere to all company policies, procedures, and service level agreements. • Perform other duties as assigned to support the Guest Experience team and overall business objectives. • Demonstrate strong organizational skills to manage daily tasks efficiently and consistently. • Remain adaptable and open to change in a fast-paced, growing organization, with a mindset that embraces new challenges and opportunities.

• Serve as the primary point of contact for customer inquiries regarding existing Railbookers and Amtrak Vacations bookings via phone, email, and online channels. • Provide comprehensive support for itinerary changes, cancellations, modifications, and special requests, ensuring accuracy and adherence to company policies. • Troubleshoot and resolve a wide range of customer service issues, including but not limited to booking discrepancies, ticketing concerns, payment issues, and in-travel support. • Liaise effectively with internal departments (e.g., Sales, Operations, Finance) and external partners (e.g., Amtrak, hotel suppliers, transfer companies) to resolve complex issues and facilitate smooth customer journeys. • Process payments, issue refunds, and manage billing inquiries with attention to detail and accuracy. • Proactively communicate with guests about potential itinerary changes or disruptions, offering suitable alternatives and solutions. • Document all customer interactions accurately and thoroughly in the CRM system. • Identify opportunities to enhance the guest experience and provide feedback to management for continuous improvement. • Maintain a high level of product knowledge regarding Railbookers and Amtrak Vacations packages, train routes, destinations, and amenities. • Handle customer complaints and challenging situations with empathy, professionalism, and a calm demeanor, aiming for first-contact resolution whenever possible. • Collaborate with team members and contribute to a positive and supportive contact center environment. • Adhere to all company policies, procedures, and service level agreements. • Perform other duties as assigned to support the Guest Experience team and overall business objectives. • Demonstrate strong organizational skills to manage daily tasks efficiently and consistently. • Remain adaptable and open to change in a fast-paced, growing organization, with a mindset that embraces new challenges and opportunities.

Role Description Buscamos un/a experto en atención al cliente online dinámico/a y centrado/a en las personas para liderar nuestros esfuerzos de atención al cliente y hacer crecer la presencia de nuestra marca online. - Actuar como principal punto de contacto para las consultas de clientes a través de correo electrónico, chat y plataformas sociales. - Crear sistemas de soporte escalables (por ejemplo, mesa de ayuda, preguntas frecuentes, respuestas automáticas) para garantizar un servicio rápido y útil. - Registrar y reportar comentarios de clientes, reclamaciones y métricas de satisfacción para impulsar mejoras en productos y servicios. - Desarrollar estrategias de fidelización y retención mediante contacto proactivo con los clientes y resolución de problemas. - Colaborar con los equipos de operaciones y logística para resolver incidencias con pedidos y mejorar la experiencia postcompra. Qualifications - Inglés fluido - Disponibilidad para trabajar viernes de 16h a 24, sábado 8h y domingo 8h - Sólidas habilidades de comunicación escrita y oral - Eficiencia y capacidad de respuesta ágil Company Description En Natulim mejoramos los productos clásicos de limpieza. Hacemos productos sin residuos, prácticos de utilizar y con ingredientes buenos para la piel y el planeta. Nuestro producto estrella es un detergente para la ropa en un formato de tiras biodegradables que se disuelven en la lavadora.