Customer Service Rep

Evonik; Torreón; Presencial; MXN 134.000 - 234.000; Jornada completa

Descripción de la vacante

Evonik Industries de Mexico S.A. de C.V. seeks a customer service professional to deliver high-quality service, handle inquiries, and build long-term relationships with assigned Torreón customers.

You will be the first point of contact for resolutions and will document conversations in the CRM to support retention and growth. The role requires clear communication, accurate data entry, and collaboration with sales to align on customer needs and company procedures.

Formación

• Proven ability to provide quality customer service.
• Ability to develop new relationships with customers.
• Strong verbal communication and problem-solving skills.

Responsabilidades

• Provide a quality service to customers and identify opportunities for new business or retention.
• Make calls to allocated customers to develop relationships and resolve queries.
• Interview customers to clarify requirements and collect feedback for CRM records.
• Enter interactions into the CRM and plan follow-ups to ensure data quality.

Conocimientos

Customer service

Relationship building

Verbal communication

CRM

Office applications

Educación

High School diploma (2 A Levels)

Herramientas

Microsoft Office

CRM systems

Descripción del empleo

What We Offer At Evonik, you’re part of a global chemical company working in many sectors that go beyond chemistry. From lipids for tomorrow’s medicines, biosurfactants for green detergents, additives for plastics recycling or membranes to help drive forward the energy transition, you’ll play an essential part in helping the world’s most essential industries succeed.

Our success hinges on a diversity of ideas powered by people, not egos. Whether you’re a scientist or engineer, new to the team or established, in business, production, or anything in between – we cheer each other on. Because we believe we can do anything. Explore everything. And Be Part of Something Special!

Find out more about the many benefits we offer:

https://www.evonik.com/en/careers/why.html

Meet the team and get to know the people behind Evonik:

https://www.evonik.com/en/news/meet-the-team.html

Responsibilities

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.
• Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
• Prepare moderately complex documents using a variety of computer applications such as Microsoft Office. Also responsible for gathering and summarizing data for reports.

Requirements

• High School / FE College (2 A Levels)
• Sound experience and understanding of straightforward procedures or systems.
• Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.
• Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.
• Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Applies understanding of the business environment and objectives to develop solutions with guidance but not constant supervision.
• Works with guidance (but not constant supervision) to motivate all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organization reach its goals.
• Works with guidance (but not constant supervision) to achieve full compliance with applicable rules and regulations in management and/or operations.
• Works with guidance (but not constant supervision) to review and create relevant, lucid and effective reports.
• Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Uses an understanding of numerical concepts to perform mathematical operations such as report analysis with guidance (but not constant supervision).
• Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.
• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.

Company is

Evonik Industries de Mexico S.A. de C.V.