Call Center Agent

Eaton Corporation; Santiago de Querétaro; On-site; MXN 210,000 - 300,000; Full time

Job summary

Eaton Corporation in Querétaro seeks a Call Center Agent to serve as the primary contact for customers, agents, and distributors by phone or chat. You will handle order management activities, resolve requests, and document interactions in the CRM system.

The role requires a Bachelor’s degree and at least three years of customer interaction experience, with strong English communication and problem-solving abilities. Working in a fast-paced environment and improving processes are key expectations.

Qualifications

• Bachelor degree required or equivalent.
• Minimum 3 years of customer interaction experience.
• Knowledge of CRM software and SAP.
• Strong written and verbal communication in English.

Responsibilities

• Fulfill order management activities for distributors.
• Deliver exceptional customer service and meet or exceed metrics.
• Use CRM and Email to attend, file and follow up on customer requests.
• Attend chat and provide fast answers when phone is unavailable.
• Maintain information flow to meet customer needs and performance targets.
• Coordinate with finance to resolve customer credit requests.

Skills

Customer interaction

Multitasking

Communication skills

Bilingual English

Education

Bachelor's degree

Tools

CRM software

SAP

Microsoft Office

Job description

Career Opportunities: Call Center Agent (76130)

Act as the primary point of contact for customers, agents, distributors, peers, warehouses, and Sales by phone or chat ensuring the effective resolution of customer requests related to Order Management. The candidate must demonstrate strong multitasking skills and the ability to manage multiple priorities in a fast-paced environment.

Job Responsibilities

• Fulfill order management related activities for distributors
• Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)
• Identify and implement process improvements
• Work through CRM and Email application to attend, file and follow up any customer request, registering all phone communication through cases
• Attend chat accordingly avoiding missing request and provide fast answers when phone is not available.
• Facilitate proper and efficient information flow in an effort to meet or exceed customer needs and departmental and division wide performance expectations
• Ability to handle high-pressure, fast-paced environment requiring diligence to detail
• Proven analytical and critical thinking skills
• Ability to constructively manage conflicts and discrepancies towards positive resolution
• Prioritizing customer demand to assist with improved product flow
• Work with finance team to resolve customer credit requests
• Correct assignment for other Divisions request
• Portal webs maintenance
• Maintain safe, clean working environment in compliance with all Eaton safety standards, Life Saving Rules, and daily 5S+ requirements to help build a Zero Incident Culture.

Qualifications

Bachelor degree necessary.

Years and area of experience required

Minimum customer interaction experience (3 years)

Technical knowledge

• Knowledge of CRM software and SAP
• Strong knowledge of Microsoft Office (word, excel, email, internet)
• Strong listen, written and verbal communication skills
• High Ability to speak, write, and read English – Fully bilingual

Soft skills

• Drive for results
• Makes Decisions & Solves Problems
• Demonstrates a Collaborative Style
• Promotes and Champions Change
• Business Acumen
• Pursues personal development

Additional Information

Organizational Chart

Team Leader, Supervisor EatonCare Service Center

Functional Manager (if applicable)

N/A

Incumbent (if applicable)

N/A

Peers (if applicable)

N/A

Direct Reports (if applicable)

N/A

Indirect/Functional Reports (if applicable)

N/A

Dimensions

Scope of Responsibilities: Local, regional, etc.

• Assure goal for Availability %, Answer rate, RONA
• Completed emails
• Back Order Control
• Chats control and accurate answers
• Plants, sales and agents contact and support
• SF cases follow ups, FCR

Record any measurable statistics which the position impacts**

How many employees does this position have responsibility for (span of control)?