Customer service and Tech support Agent

CP360; Monterrey; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

ContactPoint360 in Monterrey, Mexico seeks a dedicated customer service agent to handle inbound/outbound inquiries about service, warranties, parts, and watch information. You will provide technical support, estimate repair/part costs, and update orders in the ERP system, ensuring timely resolution and customer satisfaction.

Join a fast-growing BPO with a focus on exceptional customer experiences, working with a global team dedicated to watch care and part logistics.

Formación

• Respond to customer inquiries via phone, email, and chat.
• Provide accurate information about service procedures and watch parts.

Responsabilidades

• Answer inbound inquiries via telephone, emails, and chat regarding service and warranty procedures, parts, and watch information.
• Generate outbound contacts to provide watch information and status of repairs or part orders.
• Provide repairs/part order estimates and check parts availability.
• Enter repair and/or part orders into the ERP system with customer/watch/part details.

Descripción del empleo

Assist customers’ requests for service, parts and technical watch information via inbound and outbound phone, email, and chat.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following. Other duties may be assigned.

Answers inbound inquiries via telephone, emails, and chat regarding service and warranty procedures, parts, and technical watch information.

Generates outbound contacts to provide watch information and general status of repairs or part orders.

Provides repairs/part order estimates and parts availability.

Using multiple systems provides detailed technical customer support via phone and email with watch setting instructions, troubleshooting and product information, including watch characteristics such as water resistance, charging times, and functionality.

Enters repair and/or part order information into the ERP system, including customer identification information, watch and/or part information, estimate of charges, special needs, parts requirements, etc.

Track shipments and prepares claims for those that are determined to be lost in transit.

Performs Quality Control for outbound repair orders.

May process credits for part returns. Assists in processing/answering all correspondence.

Processes credit card payments.

Resolves all customer concerns and investigates claims received by mail or telephone.

Ability to follow directions from management or a member of the Lead Team.

Ability to interact effectively with co-workers, team members, and management.

Ability to understand and follow work rules and procedures.

Ability to accept constructive feedback and make corrections.

Company Information

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences.As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We’re not just a service provider—we’re a partner in driving real

results.

ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.