Consumer Support Specialist (Parque Industrial La Mesa)

North American Production Sharing, Inc.; Tijuana; Presencial; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

North American Production Sharing, Inc. is seeking a Customer Support Specialist in Tijuana to guide customers through post-purchase experiences. You will handle inquiries by phone and email, manage cases in Zendesk, and ensure timely, empathetic resolutions.

The role emphasizes high-volume support in a fast-paced environment, collaboration across departments, and ownership from initial contact to resolution. Schedule: Mon-Fri 7:00 AM–5:00 PM, HSBC payroll note noted.

Formación

• Must have Zendesk experience.
• Experience in a high-volume customer service environment.
• Strong verbal and written communication skills (native English).
• Multitasking, organization, and prioritization abilities.
• Post-purchase customer support experience.
• Experience with refunds, warranties, replacements, or order management.
• Experience collaborating across multiple departments to resolve customer concerns.

Responsabilidades

• Respond to customer inquiries via phone and email.
• Manage approximately 40 to 70 customer support tickets per day.
• Track, document, and manage customer cases through Zendesk.
• Provide timely responses and consistent follow-up on open cases.
• Assist customers with installation concerns and rescheduling.
• Coordinate product, kit, and part replacements.
• Support refunds, warranty, and order-related requests.
• Assist customers dissatisfied with their product, installation, color, materials, or overall experience
• Handle frustrated customers with empathy and professionalism while working toward practical solutions
• Prioritize multiple open cases to ensure urgent concerns are addressed appropriately
• Partner with Retail Sales, Accounting, Production, and Patterns to resolve customer issues
• Take ownership of customer cases and follow them through to resolution

Conocimientos

Customer service

High-volume support

English proficiency

Communication skills

Issue resolution

Herramientas

Zendesk

Descripción del empleo

We’re looking for an organized, customer-focused professional who thrives in a fast-paced environment, enjoys solving problems, and takes ownership of the customer experience from initial contact through resolution.

In this role, you will support direct consumers after they purchase through our Retail Program, helping ensure that post-purchase questions and concerns are handled efficiently, professionally, and with empathy.

What You’ll Do

As a Consumer Support Specialist, you will serve as a key point of contact for customers throughout their post-purchase experience. Your responsibilities will include:

• Respond to customer inquiries via phone and email
• Manage approximately 40 to 70 customer support tickets per day
• Track, document, and manage customer cases through Zendesk
• Provide timely responses and consistent follow-up on open cases
• Assist customers with installation concerns and rescheduling
• Coordinate product, kit, and part replacements
• Support refund, warranty, and order-related requests
• Assist customers who may be dissatisfied with their product, installation, color, materials, or overall experience
• Handle frustrated customers with empathy and professionalism while working toward practical solutions
• Prioritize multiple open cases to ensure urgent concerns are addressed appropriately
• Partner with Retail Sales, Accounting, Production, and Patterns to resolve customer issues
• Take ownership of customer cases and follow them through to resolution

What We’re Looking For

• Previous Zendesk experience is required
• Previous experience in a high-volume customer service environment
• Strong verbal and written communication skills (native english)
• Excellent multitasking, organization, and prioritization abilities
• Post-purchase customer support experience
• Experience with refunds, warranties, replacements, or order management
• Experience collaborating across multiple departments to resolve customer concerns

Schedule

Monday through Friday 7:00 AM to 5:00 PM.

Training will last approximately 2 to 3 weeks and will take place from 7:00 AM to 5:00 PM.

Hiring Process

Our selection process includes three interviews, a medical examination and a drug screening

NOTE: The payroll processed through HSBC

Ready to Join Our Team?

If you have Zendesk experience, strong English communication skills, and experience managing high-volume customer support, we want to hear from you.

If you’re organized, empathetic, comfortable handling challenging customer situations, and motivated to take ownership of problems through resolution, apply today and take the next step in your customer support career.