Customer Service Mascot Shop Bilingual

Job Title: Customer Service Representative (Mascot Shop)
Location: TC Santiago, Dominican Republic
Salary: RD$ 40,000 monthly + performance incentives
1 Position Available: 09:00 AM – 06:00 PM

General Description / Purpose of the Role:

This role focuses on supporting schools and clients by managing Mascot Shop platform updates, following up on account maintenance and setup, and ensuring exceptional customer experiences. The representative will also guide school administrators and representatives to help them gain full control of their schools and brand.

Responsibilities:

Assist clients with inquiries and provide all necessary information via email and telephone.

Process order inquiries.

Support school administrators or representatives with the store setup process and order-related questions.

Create new stores on the school stores page.

Manage Salesforce cases to address customer, representative, and administrator concerns.

Host webinars and onboarding sessions with administrators and representatives, as needed.

Conduct Quick Start meetings.

Perform audits on customer accounts, orders, and cases to research, identify, and correct errors.

Make outbound calls to follow up on requests or as part of courtesy campaigns.

Participate in temporary projects supporting other departments, following up with clients, or executing special processes.

Address customer issues via email and phone, providing quick and accurate responses, including but not limited to:

Resolving quality issues and processing replacements when applicable.

Applying discount codes.

Editing shipping addresses.

Canceling orders.

Processing refunds.

Following up on orders.

Job Requirements / Specifications:

Note that the following are default requirements for all Jostens exempt and salaried non-exempt employees:

Computer literacy and working knowledge of MS Office (Word, Excel, Outlook, Explorer).

Strong verbal and written communication skills.

Good interpersonal skills.

Ability to work independently and in a team environment.

Minimum Requirements:

High School Diploma

English proficiency

Customer Service experience

Preferred Qualifications:

Experience in garment, apparel, or art-related fields

Benefits:

Weekly payment + performance incentives after training

Free round-trip transportation when working on-site

Work-from-home opportunity after training, based on availability (equipment and customs clearance required)

Government medical insurance and AFP

Complementary medical insurance

Life insurance

Internal bank

Credit at pharmacy and optical center

Referral program

Growth opportunities