Bilingual Contact Center Recruitment Specialist

Nielsen; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A customer service solutions provider in Mexico is looking for a Customer Service Representative to engage with customers via phone, email, and chat. The ideal candidate should demonstrate excellent communication skills, attention to detail, and experience in customer relations. Responsibilities include managing inquiries, resolving issues, and collaborating with internal teams to meet customer needs. The role requires at least 1-3 years of experience and the ability to handle customer interactions professionally.

Formación

• At least 1–3 years of relevant work experience.
• Ability to multi-task, organize and prioritize work.
• Basic Portuguese language skills required in some positions.

Responsabilidades

• Communicate with customers via phone, email and chat.
• Respond to customer inquiries and resolve complaints.
• Work with internal departments to meet customers' needs.

Conocimientos

Excellent phone etiquette

Strong verbal communication

Problem-solving skills

Attention to detail

Interpersonal skills

Multi-tasking

Educación

Bachelor’s degree in business or related field

High school diploma or equivalent

Herramientas

Customer service software

CRM systems

SAP/S4-EXCEL-OUTLOOK

Descripción del empleo

Call Center Customer Service Representative

The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists.

Job Details

• Job Title: Customer Service Representative
• Job Location: GDL
• Job Type: Onsite - Work from office

Responsibilities

• Communicate with customers via phone, email and chat.
• Provide knowledgeable answers to questions about product, pricing and availability.
• Work with internal departments to meet customer's needs.
• Perform data entry in various platforms.
• Maintain a positive, empathetic and professional attitude toward customers at all times.
• Respond promptly to customer inquiries and acknowledge and resolve complaints.
• Keep records of customer interactions, transactions, comments and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.
• Manage or supervise a team of junior customer service representatives (if applicable).

Qualifications

• At least 1–3 years of relevant work experience.
• Excellent phone etiquette and strong verbal, written and interpersonal skills.
• Ability to multi-task, organize and prioritize work.
• Proficient with customer service software, CRM, ticketing systems, and basic reporting tools.
• High level of attention to detail and strong problem‑solving skills.
• Basic Portuguese language skills required in some positions.

Years of Experience Needed

2–4 years.

Technical Skills

• Development and support for accounts.
• Forecast, update, and follow up with different departments.
• Specialized Supply Chain data management activities.
• Manage SAP/S4-EXCEL-OUTLOOK.
• Excellent problem‑solving skills.
• High level of attention to detail.

Certifications Needed

• Bachelor’s degree in business, finances, economics, or related field.

Senior Customer Service Associate

Our client is seeking an experienced Senior Customer Service Associate to support customer operations and serve as a key liaison between customers and internal Applications Engineering teams. This role is critical to ensuring high‑quality service delivery, efficient case management, and consistent customer satisfaction.

Position Summary

The Senior Customer Service Associate will manage customer interactions across phone, chat, and email channels, while coordinating internal resources, tracking escalations, and ensuring timely resolution of all inquiries. The role also involves reporting, documentation, and identifying opportunities to improve customer support processes.

Key Responsibilities

• Manage customer interactions via phone, chat, and email.
• Triage incoming requests and support tickets, prioritizing and allocating resources efficiently.
• Track escalated cases and ensure timely resolution with consistent communication.
• Coordinate scheduling and support activities with Applications Engineers.
• Conduct follow‑ups to confirm resolution and customer satisfaction.
• Prepare basic reports on recurring issues, trends, and service metrics.
• Create, update, and maintain internal documentation such as SOPs, FAQs, and troubleshooting guides.
• Identify opportunities for process improvement and collaborate with management.
• Work cross‑functionally with engineering and sales teams to deliver a seamless customer experience.

Qualifications & Experience

• 7–10 years of experience in customer service or support roles.
• Proven experience handling high‑volume phone, chat, and email communications.
• Strong organizational and multitasking capabilities.
• Excellent written and verbal communication skills with a strong emphasis on professionalism and empathy.
• Experience using ticketing systems (e.g., Zoho Desk or similar), CRM platforms, and reporting tools.
• Demonstrated ability to document processes clearly and accurately.
• Strong problem‑solving skills and ability to remain calm during escalations.

Education

• High school diploma or equivalent required.
• Bachelor’s degree in a related field preferred.