Company DescriptionBOW Group is a multi-channel Consumer Electronics products provider, bringing a fresh approach to the category through fashion design and affordable products, easy to use mobile applications and professional customer care. The company currently operates all around the world and is rapidly growing. As a Customer Care Team Member, you will join a team who supports our daily customer enquiries whether is it for simple questions or technical support. The Customer Care team connects with customers over a dedicated online platform, email, and chat to help user to get the best out of their device.In this critical role, you will represent the company in front of consumers but also help designing and improving operational processes and create a consistently excellent customer service experience to BOW Group customers. This role relies heavily on self-motivation and desire to serve skills in a challenging and fast changing environment.This position reports to the Chief Product Officer based in our Geneva Headquarter. Job DescriptionMain duties and responsibilities· Reply and manage incoming customer inquiries while providing an outstanding level of customer service through clear and accurate communication· Ability to maintain regular and punctual attendance.· Assist Product Development and QA Teams with bug tracking and resolution. · Make active contribution to our community satisfaction · Develop a deep understanding of products. Build a self-training program so that Customer Care colleagues are current in their knowledge of available products.· Identify workflow and efficiency improvement opportunities. Keep a rolling list of improvement priorities. Implement solutions and evaluate efficiency.· Maintain expert-level knowledge of all workflows and exemplify best practices for work completion.QualificationsWhat will describe best the ideal candidate?· Use every customer interaction as an opportunity to illustrate Above & Beyond customer care.· Strong interest in consumer electronics and wearables.· Knowledge of web services and mobile applications.· Excellent organizational and communication skills (oral and written)· Write and deliver regular update documentation together with the team to present a weekly report to Management.· Be creative on a daily basis on how to better serve our end users as well internal services· Identify areas of improvement and help develop customer care department· Create a collaborative environment where peers feel respected, motivated and encouraged to reach excellence. · Continuously illustrate and demonstrate how BOW Group’s values should be lived in day-to-day operations.· Be proactive in addressing performance problems. Act as a problem solver.· Ability to prioritize, multi-task and report in a fast-paced and multi-cultural environment· Prior knowledge and experience with ticket-management platform like Zendesk will be an assetExperience & Education · Bachelor degree required.· Experience in customer contact or service center.· Proven exceptional customer care skills.· Ability to think and react in a high-energy, fast paced environment.· Self-aware, development focused mindset.· Excellent written and verbal communication skills.· Strong and positive work ethic.· Proficiency in MS Office Suite· Fluent in English (native language), Spanish, French is a plus· Additional language will be a great assetAdditional InformationSend your resume and (1-page) cover letter in English Salary: To be discussed according to the experience, Monthly Gross SalaryStarting date: asapLocation: Biscayne BVD Miami, FL 33132