Customer Service (Ingles Intermedio-Avanzado)

Belting; Región Centro; Presencial; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A global IT Services company located in Mexico is seeking a Customer Service Representative to facilitate customer engagement and resolve issues efficiently. This role demands excellent communication skills and the ability to work under pressure. Ideal candidates should have 1-4 years of experience in customer service and be proficient in English and Portuguese. The position requires in-office presence and an eagerness to support customers and enhance their experience.

Formación

• 1-4 years of experience in customer service or customer support roles.
• Ability to multi-task and prioritize work.
• Excellent written and verbal communication skills.

Responsabilidades

• Communicate with customers via phone, email, and chat.
• Provide answers to customer inquiries about products and services.
• Manage a team of junior customer service representatives.

Conocimientos

Excellent phone etiquette

Verbal communication skills

Written communication skills

Problem-solving skills

Customer support experience

Educación

Bachelor's degree in business, finances, economics, or a related field

High school diploma or equivalent

Herramientas

Zoho Desk

CRM platforms

SAP

Descripción del empleo

Customer Service Representative

Come to one of the biggest IT Services companies in the world! Here you can transform your career! We are looking for a Customer Service Representative who wants to learn and transform his career.

Role: Customer Service Representative

Job Title: Customer Service Representative

Job Location: GDL (also TATA2, Queretaro)

Job Type: Onsite - Work from office (Walk-in Interview)

Job Summary

The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists.

Responsibilities

• Communicate with customers via phone, email and chat.
• Provide knowledgeable answers to questions about product, pricing and availability.
• Work with internal departments to meet customer's needs.
• Data entry in various platforms.
• Maintain a positive, empathetic and professional attitude toward customers at all times.
• Respond promptly to customer inquiries.
• Acknowledge and resolve customer complaints.
• Knowing our products inside and out to answer questions.
• Process orders, forms, applications, and requests.
• Keep records of customer interactions, transactions, comments and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.
• Manage a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.
• Track escalated cases and ensure timely resolution with clear communication.
• Coordinate scheduling and support activities with Applications Engineers.
• Conduct follow-ups to confirm resolution and customer satisfaction.
• Prepare basic reports on recurring issues, trends, and service metrics.
• Create, update, and maintain internal documentation such as SOPs, FAQs, and troubleshooting guides.
• Identify opportunities for process improvement and collaborate with management.
• Work cross-functionally with engineering and sales teams to deliver a seamless customer experience.

Qualifications

• At least 1–4 years of experience in customer service or customer support roles.
• Excellent phone etiquette and verbal, written, and interpersonal skills.
• Ability to multi-task, organize, and prioritize work.
• Experience handling high-volume phone, chat, and email communications (for senior role).
• Strong organizational and multitasking capabilities.
• Excellent written and verbal communication skills with a strong emphasis on professionalism and empathy.
• Experience using ticketing systems (e.g., Zoho Desk or similar), CRM platforms, and basic reporting tools.
• Demonstrated ability to document processes clearly and accurately.
• Strong problem‑solving skills and ability to remain calm during escalations.
• Basic Portuguese reading and writing skills.
• Advanced English Proficiency.

Technical Skills

• Development and support for accounts.
• Forecast, update, and follow up with different departments.
• Specialized Supply Chain data management activities.
• Manage SAP/S4-EXCEL-OUTLOOK.
• Excellent problem‑solving skills.
• High level of attention to detail.

Certifications Needed

• Bachelor's degree in business, finances, economics, or a related field.

Education

• High school diploma or equivalent required.
• Bachelor’s degree in a related field preferred.

Requirements

• Minimum High school Diploma.
• Minimum 1 year of Customer Service Experience.
• Advanced English Proficiency.
• Full time schedule availability.

Additional Information

Professional demeanor, initiative to work independently, but also ability to accept and follow instructions. Ability to read and write documents in Portuguese is a must and work closely with internal teams to identify system requirements. Role: Senior Customer Service Associate (for senior position).