Customer Experience Specialist

Confidential Careers; Ciudad de México; Hybrid; MXN 420,000 - 660,000; Full time

Job summary

Confidential Careers is seeking a Customer & Experience professional to manage assigned customer accounts and ensure a high-quality customer experience. The role serves as the primary contact between customers and internal teams, coordinating operational activities, resolving incidents, monitoring service levels and ensuring timely delivery of products and services.

Location: Polanco, CDMX. Work model: Hybrid (4 days at office x 1 day at home).

Qualifications

• Bachelor's degree in Industrial Engineering, Business Administration or a related field.
• 3+ years of experience in Customer Service, Customer Experience, Account Management or a related role.
• Experience with Salesforce and advanced Excel.
• Experience with SAP and/or Microsoft Dynamics 365 (D365).
• Intermediate English, written and conversational.
• Power BI is a plus.

Responsibilities

• Manage day-to-day relationships with assigned customers, including at least one Tier 1 account.
• Coordinate customer requests, incidents, orders, production, logistics, inventory and billing with internal teams.
• Monitor contracts, service levels and operational KPIs, preparing regular reports and customer reviews.
• Manage customer complaints and requests, ensuring timely resolution and effective communication.
• Identify opportunities to improve processes and enhance the customer experience.

Skills

Strong organizational skills

Strong communication

Problem solving

Multitasking

Education

Bachelor's degree in Industrial Engineering, Business Administration or a related field

Tools

Salesforce

Advanced Excel

SAP

Microsoft Dynamics 365 (D365)

Power BI

Job description

We are looking for a Customer & Experience professional to manage assigned customer accounts and ensure a high-quality customer experience. The role will act as a key point of contact between customers and internal teams, coordinating operational activities, resolving incidents, monitoring service levels and ensuring the timely delivery of products and services.

Location: Polanco, CDMX

Work model: Hybrid (4 days at office x 1 day at home)

Key responsibilities:

• Manage day-to-day relationships with assigned customers, including at least one Tier 1 account.
• Coordinate customer requests, incidents, orders, production, logistics, inventory and billing with internal teams.
• Monitor contracts, service levels and operational KPIs, preparing regular reports and customer reviews.
• Manage customer complaints and requests, ensuring timely resolution and effective communication.
• Identify opportunities to improve processes and enhance the customer experience.

Requirements:

• Bachelor's degree in Industrial Engineering, Business Administration or a related field.
• 3+ years of experience in Customer Service, Customer Experience, Account Management or a related role.
• Experience with Salesforce and advanced Excel.
• Experience with SAP and/or Microsoft Dynamics 365 (D365).
• Intermediate English, written and conversational.
• Power BI is a plus.
• Strong organizational, communication and problem-solving skills, with the ability to manage multiple customers and priorities in a fast-paced environment.