Especialista en Atención al Cliente y Soporte Postventa

Placements24; León; On-site; EUR 8,700 - 12,000; Full time

Benefits offered by this job

Health insurance

Employee discounts

Professional development

Job summary

Placements24 is seeking a Customer Service and After-Sales Support Specialist to join our client’s team in León. You will handle inbound inquiries by phone, email, and in person, process returns, warranty claims, and educate customers on product usage.

The position focuses on the post-purchase experience, helping build loyalty and ensuring a smooth customer journey. This role offers health insurance, employee discounts, and opportunities for development within a supportive retail environment.

Qualifications

• Previous experience in customer service or technical support.
• Excellent communication skills, both verbal and written.
• Strong active listening and empathetic communication abilities.
• Proficiency in using CRM software and other customer support tools.
• Excellent problem-solving and conflict-resolution skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patient, calm, and resilient under pressure.
• Familiarity with retail products and post-sales support processes.

Responsibilities

• Handle inbound customer inquiries via phone, email, and in-person regarding products, orders, warranties, and returns.
• Provide timely and accurate information to customers, resolving issues efficiently and professionally.
• Process customer returns, exchanges, and warranty claims according to company policy.
• Troubleshoot product issues and guide customers through resolution steps, escalating complex cases to technical support or management when necessary.
• Maintain detailed customer records and interaction logs in the CRM system.
• Gather customer feedback and report trends or recurring issues to management for service improvement.
• Educate customers on product features, usage, and care to enhance their experience and satisfaction.
• Collaborate with other departments, such as sales and logistics, to ensure a seamless customer journey.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs) for customer service response and resolution times.
• Contribute to a positive team environment and uphold the company's commitment to exceptional customer service.

Skills

Customer service

Active listening

Empathy

Communication

Problem solving

Multitasking

Time management

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a growing retailer known for its quality products, is looking for a dedicated Customer Service and After‑Sales Support Specialist to join their team at their store in León, Guanajuato, MX . This role is vital for ensuring customer satisfaction by providing excellent support throughout the post‑purchase experience. The ideal candidate will be empathetic, patient, and possess strong problem‑solving skills to address customer inquiries, issues, and concerns effectively. You will be the primary point of contact for customers seeking assistance with product usage, warranties, returns, and repairs, aiming to build lasting customer loyalty. We are committed to fostering a positive and supportive work environment where employees can develop their skills and advance their careers. This position offers the opportunity to significantly impact customer retention and brand reputation.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and in‑person regarding products, orders, warranties, and returns.
• Provide timely and accurate information to customers, resolving issues efficiently and professionally.
• Process customer returns, exchanges, and warranty claims according to company policy.
• Troubleshoot product issues and guide customers through resolution steps, escalating complex cases to technical support or management when necessary.
• Maintain detailed customer records and interaction logs in the CRM system.
• Gather customer feedback and report trends or recurring issues to management for service improvement.
• Educate customers on product features, usage, and care to enhance their experience and satisfaction.
• Collaborate with other departments, such as sales and logistics, to ensure a seamless customer journey.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs) for customer service response and resolution times.
• Contribute to a positive team environment and uphold the company's commitment to exceptional customer service.

Requirements

• Previous experience in customer service, technical support, or a related role is highly desirable.
• Excellent communication skills, both verbal and written, with a clear and professional tone.
• Strong active listening and empathetic communication abilities.
• Proficiency in using CRM software and other customer support tools.
• Excellent problem‑solving and conflict‑resolution skills.
• Ability to multitask and manage time effectively in a fast‑paced environment.
• Patient, calm, and resilient under pressure.
• High school diploma or equivalent; further education or certifications in customer service are a plus.
• Familiarity with retail products and post‑sales support processes.
• Strong organizational skills and attention to detail.

Benefits

• Our client offers a competitive salary, a comprehensive benefits package including health insurance, and employee discounts on products.
• This position provides excellent opportunities for professional development and career advancement within the customer service field.
• Employees will work in a supportive team environment in the vibrant city of León, Guanajuato .
• We believe in investing in our employees' growth and providing a stable and rewarding work experience.
• Join a company dedicated to building strong customer relationships and delivering outstanding service.