Analista de Soporte y Procesos de Servicio al Cliente

Placements24; Chihuahua; Hybrid; MXN 350,000 - 520,000; Full time

Job summary

Placements24 in Ciudad Juárez, Mexico, seeks a meticulous Analista de Soporte y Procesos de Servicio al Cliente to improve efficiency in customer service operations. The role blends analysis, SOP development, and tool implementation to elevate the client experience within a hybrid work setting.

The ideal candidate will have a strong background in process improvement, customer service workflows, and cross-functional collaboration, supporting IT and other departments to optimize service delivery.

Qualifications

• Degree in Business Administration, Operations Management, or Industrial Engineering.
• Experience as a process analyst or in customer service operations.
• Strong knowledge of process mapping and improvement methods (Lean, Six Sigma).
• Proficient in Excel, Visio, PowerPoint.

Responsibilities

• Analyze current customer service processes to identify efficiency improvements.
• Develop and document SOPs for customer service workflows.
• Support the implementation of new customer service tools.
• Train staff on new processes and tools.
• Monitor KPIs and prepare regular reports.
• Troubleshoot operational issues affecting service delivery.
• Collaborate with IT to integrate systems for CS.
• Gather feedback and propose solutions to improve the customer experience.
• Contribute to projects aimed at enhancing the overall customer experience.

Skills

Process analysis

Operations

Customer service principles

Lean Six Sigma

Education

Bachelor's degree in Business Administration

Bachelor's degree in Operations Management

Bachelor's degree in Industrial Engineering

Tools

Microsoft Office

Excel

Visio

PowerPoint

CRM systems

Job description

About the Role

Our client is seeking a meticulous and process-oriented Analista de Soporte y Procesos de Servicio al Cliente to join their team in Ciudad Juárez, Chihuahua . This role is essential for optimizing customer service operations, ensuring efficiency, and maintaining high standards of service delivery. The ideal candidate will have a strong analytical aptitude, experience with process improvement methodologies, and a deep understanding of customer service workflows. You will play a key role in identifying bottlenecks, implementing solutions, and supporting the customer service team to provide an exceptional client experience. This hybrid position allows for collaboration in the Ciudad Juárez office.

Key Responsibilities

• Analyze existing customer service processes to identify areas for improvement in efficiency and effectiveness.
• Develop and document new standard operating procedures (SOPs) for customer service workflows.
• Support the implementation of new customer service technologies and tools.
• Train customer service representatives on new processes, tools, and best practices.
• Monitor key performance indicators (KPIs) for the customer service department and provide regular reports.
• Troubleshoot and resolve operational issues that impact service delivery.
• Collaborate with IT and other departments to ensure seamless integration of systems affecting customer service.
• Gather feedback from the customer service team to identify challenges and propose solutions.
• Contribute to projects aimed at enhancing the overall customer experience.

Requirements

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field.
• Proven experience as a process analyst, operations specialist, or in a similar role within customer service.
• Strong understanding of customer service principles and best practices.
• Experience with process mapping, documentation, and improvement methodologies (e.g., Lean, Six Sigma).
• Excellent analytical, problem-solving, and critical thinking skills.
• Proficiency in Microsoft Office Suite, particularly Excel, Visio, and PowerPoint.
• Strong written and verbal communication skills in Spanish.
• Ability to work independently and collaboratively in a hybrid work environment.
• Detail-oriented with strong organizational and time management skills.Familiarity with CRM systems and customer service software is a plus.

Benefits

Our client offers a competitive salary, comprehensive health benefits, and opportunities for professional development. This hybrid role provides a balanced work environment, combining in-office collaboration with remote flexibility. You will be part of a team dedicated to operational excellence and continuous improvement. Join a company that values efficiency and customer satisfaction in the industrial hub of Ciudad Juárez, Chihuahua .