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 company in Tijuana is seeking a Customer Support Representative to manage inbound inquiries and assist with order management. The ideal candidate will have strong communication skills, a background in customer service, and proficiency in tools like Zendesk and Shopify. This role involves educating customers, resolving issues, and collaborating across teams to ensure a seamless experience.

Formación

• Proven customer service experience, preferably in a fast-paced or call center environment.
• Proficiency in English, with excellent verbal and written communication skills.
• Experience working with luxury or custom products is preferred.

Responsabilidades

• Handle inbound customer inquiries via phone and email using Zendesk.
• Support customers in placing orders and managing order-related tasks.
• Collaborate with internal teams to resolve recurring issues based on customer feedback.

Conocimientos

Communication

Problem Solving

Attention to Detail

Customer Service

Educación

Bachelor’s degree or equivalent professional experience

Herramientas

Zendesk Professional Suite

Shopify

Microsoft Excel

SAP

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