CUSTOMER CARE ADVOCATE

Rockwell Automation; Ciudad de México; Híbrido; MXN 554,000 - 832,000; Jornada completa

Descripción de la vacante

A global technology leader is seeking a Customer Care Advocate in Mexico City. This role involves delivering exceptional customer service and collaborating with internal partners to enhance the customer experience. Candidates should have an Associate's degree and be fluent in English, with additional language skills preferred. The position offers a hybrid work model and various employee benefits including mindfulness programs and volunteer opportunities.

Servicios

Comprehensive mindfulness programs

Volunteer Paid Time off

Employee Assistance Program

Personalized wellbeing programs

Formación

• Experience evaluating systems for positive end-to-end customer experience.
• Experience documenting customer issues in detail in technology and processes.
• Fluency in English required; Spanish or Portuguese is a plus.

Responsabilidades

• Collaborate with internal partners to deliver valuable outcomes.
• Respond to customer needs with urgency and empathy.
• Analyze trends and escalate root causes.

Conocimientos

Customer service

Team collaboration

Problem-solving

Fluency in English

Computer skills

Educación

Associate's degree

Descripción del empleo

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility -our people are energized problem solvers that take pride in how thework we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

We are looking for a Customer Care Advocate who delivers exceptional customer service by addressing inquiries, resolving issues, enhancing the customer experience. You are passionate about working with customers and internal teams to create value, reduce effort, and build loyalty. You will support both product and service businesses in a environment where no two days are the same. You embrace change and thrive on delivering the best possible outcomes. Additionally, you will help identify process improvement opportunities.

Your Responsibilities

• You will collaborate with internal partners to deliver accelerated and valuable outcomes.
• You will prioritize critical Moments that Matter in the customer journey.
• You will understand and apply customer experience metrics.
• You will respond to customer needs with urgency and empathy.
• You will identify and propose alternative solutions to resolve issues.
• You will be subject matter expert in business processes.
• You will analyze trends and escalate root causes through appropriate channels.
• You will contribute to the development and sharing of best practices.

The Essentials – You Will Have

• Associate's degree
• Identify the urgency of tasks and prioritize accordingly.
• Work well in a team environment of collaboration.
• Experience evaluating systems for positive end-to-end customer experience.
• Computer skills and can quickly navigate multiple business systems to process requests within specified Service Level Agreement.
• Experience documenting customer issues in detail in technology and processes.
• Fluency in English.
• If you are in Brazil, Spanish is a plus.
• If you are in Mexico, Portuguese is a plus.

The Preferred – You Might Also Have

• 1+ years of experience interpreting and responding to customer requests.

What We Offer:

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development

Modality: Hybrid

You will report to: GLOBAL PROCESS ENABLEMENT MANAGER, CUSTOMER CARE

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.