Coordinador de Experiencia del Cliente Bilingüe

Placements24; Puebla de Zaragoza; Hybride; MXN 270 000 - 450 000; Plein temps

Avantages offerts par ce poste

Health insurance

Paid vacation

Professional development

Résumé du poste

Placements24 is seeking a Coordinador de Experiencia del Cliente Bilingüe in Puebla, Mexico. The role focuses on overseeing and improving all client interactions to ensure a seamless experience across channels. Fluency in Spanish and English is required, with hybrid work in Puebla.

The ideal candidate will have strong communication, problem-solving, and organizational skills, plus CRM proficiency and leadership experience to drive loyalty and retention.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or related field.
• Proven experience in customer service management or client relations.
• Fluent in Spanish and English with strong communication skills.
• Proven leadership and team management capabilities.

Responsabilités

• Develop and implement strategies to enhance customer experience and satisfaction.
• Coordinate customer service operations for efficient service delivery.
• Train staff on best practices for client interactions and problem resolution.
• Monitor feedback channels and address concerns proactively.
• Analyze data to identify trends and improvement opportunities.
• Collaborate with marketing and sales to align customer journey messaging.
• Handle escalated complaints with professionalism and diplomacy.
• Develop and maintain customer service policies and procedures.
• Report on CX metrics to senior management.

Connaissances

Bilingual Spanish/English

CRM software

Leadership

Problem-solving

Communication

Formation

Bachelor's degree in Business Administration/Marketing/Communications

Outils

CRM software

Description du poste

About the Role

Our client is seeking an organized and customer-focused Coordinador de Experiencia del Cliente Bilingüe to enhance client satisfaction and engagement in Puebla, Puebla . This pivotal role involves overseeing and improving all client interactions, ensuring a seamless and positive experience across various touchpoints. The ideal candidate will possess excellent communication, problem-solving, and organizational skills, with fluency in both Spanish and English. You will work closely with different departments to champion the voice of the customer and implement strategies that foster loyalty and retention. This hybrid position requires regular attendance at our Puebla office.

Key Responsibilities

• Develop and implement strategies to enhance overall customer experience and satisfaction.
• Manage and coordinate customer service operations, ensuring efficient and effective service delivery.
• Train and mentor customer-facing staff on best practices for client interaction and problem resolution.
• Monitor customer feedback channels (surveys, reviews, social media) and address concerns proactively.
• Analyze customer data to identify trends, pain points, and opportunities for improvement.
• Collaborate with marketing and sales teams to ensure consistent brand messaging and customer journey alignment.
• Handle escalated customer complaints and complex issues with professionalism and diplomacy.
• Develop and maintain customer service policies and procedures.
• Report on key customer experience metrics to senior management.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Proven experience in customer service management, client relations, or a similar role.
• Exceptional communication, interpersonal, and presentation skills in both Spanish and English.
• Strong leadership and team management capabilities.
• Excellent problem-solving and conflict-resolution skills.
• Proficiency in CRM software and customer service platforms.
• Analytical mindset with the ability to interpret data and generate actionable insights.
• Detail-oriented and highly organized, with the ability to manage multiple priorities.
• Willingness to work a hybrid schedule, including time in our Puebla, Puebla office.

Benefits

Our client offers a competitive salary commensurate with experience, along with a comprehensive benefits package including health insurance, paid vacation, and opportunities for professional development. You will join a collaborative work environment focused on innovation and customer success. This hybrid role provides a balance between in-office collaboration and personal flexibility. Be part of a growing company that values its employees and their commitment to delivering exceptional customer experiences in Puebla .