Customer Experience Specialist

Robert's Enterprises, S. de R.L. de C.V.; Tijuana; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading customer support firm in Tijuana seeks a Customer Support Representative. You will handle customer inquiries, manage orders, and resolve issues using platforms such as Zendesk and Shopify. Ideal candidates are detail-oriented with strong communication skills and previous customer service experience. Join us in delivering exceptional customer experiences.

Formación

• Proven customer service experience, preferably in a fast-paced or call center environment.
• Proficiency in English, with excellent verbal and written communication skills.
• Strong attention to detail and commitment to accuracy.

Responsabilidades

• Handle inbound customer inquiries via phone and email professionally and promptly.
• Support customers in placing orders by removing barriers in the sales process.
• Manage warranty and damage claims by assessing customer-provided information.

Conocimientos

Customer service

Zendesk

SAP

Microsoft Excel

Problem-solving

Communication skills

Educación

Bachelor’s degree or equivalent

Herramientas

Zendesk Professional Suite

Shopify

Descripción del empleo

CUSTOMER SUPPORT & RELATIONSHIP MANAGEMENT

• Handle inbound customer inquiries via phone and email professionally and promptly using Zendesk.
• Ensure proper categorization and tagging of customer inquiries to maintain accurate records.
• Assist customers with custom configurations, pricing questions, and policy clarification.
• Provide proactive follow-ups to manage expectations and reduce confusion throughout the order lifecycle.
• Serve as a product expert, educating B2B customers on features and custom options to support their end customers.
• Identify cross-sell and upsell opportunities to enhance product value and average order value.
• Maintain a high level of professionalism, delivering a personalized buying experience aligned with the Core Covers brand.

ORDER & ISSUE MANAGEMENT

• Support all interested customers in placing orders by removing barriers in the sales process.
• Place and amend orders using tools such as Portal, GOF, Order Control, SAP, and Shopify.
• Manage order-related tasks: check dimensions, approve templates, provide tracking updates and communicate with the production team.
• Monitor and action the Open Order Report daily and weekly.
• Research and resolve order-related issues (e.g., lost, damaged, or incorrectly sized items).
• File third-party claims as needed and escalate critical issues with supporting documentation.
• Manage warranty and damage claims: assess customer-provided information and determine appropriate resolutions (remake, credit, denial, discount, etc.).

CROSS-FUNCTIONAL

COLLABORATION & CONTINUOUS IMPROVEMENT

• Communicate internally to share key information and escalate risks to Managers and Directors as appropriate.
• Collaborate with internal teams to resolve recurring product, process,or channel issues based on customer feedback.
• Manage order-related tasks: check dimensions, approve templates, provide tracking updates and communicate with the production team.
• Monitor and action the Open Order Report daily and weekly.

• Proficiency in English, with excellent verbal and written communication skills
• Bachelor’s degree, college diploma, or equivalent professional experience
• Proven customer service experience, preferably in a fast-paced or call center environment
• Passionate about delivering exceptional customer experiences and resolving issues effectively
• Strong attention to detail and commitment to accuracy
• Proficient in using customer support platforms, including Zendesk Professional Suite and Shopify
• Skilled in Microsoft Excel; experience with SAP is a strong asset
• Excellent computer and phone skills, with the ability to learn new systems quickly
• Exceptional time management, accountability, and adaptability in a dynamic work environment
• Team-oriented with strong critical thinking and problem-solving abilities
• Experience working with luxury or custom products is preferred