Customer Service

MEXICASE S.A. DE CV.; Mexicali; Presencial; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A leading customer services provider in Mexicali seeks a Customer Experience Representative. This role involves problem resolution for customers through phone, email, and chat, ensuring high customer satisfaction. Applicants should have a high school diploma, at least one year of customer service experience, and strong communication skills. Bilingual abilities are preferred. Join a team focused on enhancing customer interactions and contribute to service improvements.

Formación

• Minimum 1 year customer service experience in sales support, manufacturing, or packaging industries.
• Ability to work cross-functionally with sales, technical support, and operations teams.

Responsabilidades

• Responds to customer inquiries via phone, email, or chat regarding product availability and order status.
• Handles customer requests, including order modifications and product returns.
• Provides expert-level knowledge on customer cases for best solutions.

Conocimientos

Strong communication

Problem-solving

Relationship management

Bilingual skills

Educación

High school diploma or GED required; associate or bachelor's degree preferred

Herramientas

CRM software

Customer databases

Order tracking systems

Descripción del empleo

About the Role

The Customer Experience Representative is responsible for providing problem resolution to customers via telephone, email, and chat. This role ensures high customer satisfaction by responding to inquiries, resolving issues, and coordinating with internal teams for additional support as needed.

ESSENTIAL FUNCTIONS

1. Responds to customer inquiries via phone, email, or chat regarding product availability, order status, pricing, and general information.
2. Handles customer requests, including order modifications and product returns.
3. Supports accounts and contributes to customer retention and satisfaction.
4. Provides expert-level knowledge on cases, guiding customers toward the best solutions.
5. Shares customer feedback with sales and product teams on strategic customer insights, new product innovation, and competitive positioning.
6. Implements customer service processes and best practices to improve performance across teams.
7. Analyzes customer needs and collaborates with internal teams (sales, technical support, product management) for resolutions.
8. Assists with trade show logistics, setup, tear down, and attendee interaction.
9. Provides regular feedback to sales teams regarding customer trends and satisfaction factors.
10. Performs additional duties as assigned.

Minimum Requirements

• High school diploma or GED required. Associate or bachelor’s degree preferred.
• Minimum of 1 year customer service experience in sales support, manufacturing, or packaging industries.
• Strong communication, problem-solving, and relationship management skills.
• Experience with CRM software, customer databases, and order tracking systems.
• Ability to work cross-functionally with sales, technical support, and operations teams.
• Bilingual skills preferred.

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