Customer Care Specialist | Team Lead (Hybrid)

Sapsf; Guerrero; Hybrid; MXN 260,000 - 520,000; Full time

Job summary

Sapsf is seeking a Specialist - Customer Care to lead day-to-day customer support operations, managing shifts and coordinating CCC, Dispatch, Logistics and Install Base tasks across multiple countries.

The role requires strong leadership, complaint handling, and SAP CRM expertise, with a hybrid work arrangement after initial training. Professionals with 2+ years in leadership and 6+ years total experience are encouraged to apply.

Qualifications

• Minimum of 2 years in a leadership or management role and 6 years overall.
• Experience handling complaints.
• Experience working with multiple cross-functional teams/stakeholders.
• Having worked on SAP or similar CRM applications.

Responsibilities

• Daily Management of shift & Job allocation to associates.
• Managing team handling front office - CCC, Dispatch, Logistics and back office - Install Base management & Workpool activities for multiple countries.
• CCC- Interacting with customers on phone, email or chat to capture customer issue, raise ticket on CRM application and assign to relevant teams.
• Dispatch – Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.
• Install Base management – Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP.

Skills

Leadership

Complaint handling

Cross-functional communication

SAP CRM

Microsoft Office

Education

Bachelor's degree

Tools

SAP CRM

Job description

Sapsf is seeking a Specialist - Customer Care to lead day-to-day customer support operations, managing shifts and coordinating CCC, Dispatch, Logistics and Install Base tasks across multiple countries.

The role requires strong leadership, complaint handling, and SAP CRM expertise, with a hybrid work arrangement after initial training. Professionals with 2+ years in leadership and 6+ years total experience are encouraged to apply.