Customer Service Representative

Kidde Global; Chihuahua; On-site; MXN 180,000 - 300,000; Full time

Job summary

Kidde Global Solutions is seeking a Customer Service Representative to handle inquiries, process orders, and maintain accurate customer records. The role emphasizes clear communication, problem solving, and collaboration with multiple departments in a busy office setting.

The CSR will respond to questions, manage returns and shipments, and document all interactions to improve service quality and trends. Office-based role with weekday hours.

Qualifications

• Education: High school diploma or equivalent.
• Experience: Prior customer service experience is required.

Responsibilities

• Interact with customers via calls, emails, or chat to provide information.
• Respond to inquiries about products, services, policies and accounts.
• Troubleshoot issues and resolve customer complaints; escalate when needed.
• Assist with placing orders, processing returns, and tracking shipments.
• Document interactions and generate trend reports for management.

Skills

Verbal & written comms

Multitasking & time management

Problem solving

CRM proficiency

Education

High school diploma or equivalent

Tools

CRM software

Job description

Customer Service Representative

Employment Type: Permanent Position
Department: Customer Service
Reports To: Customer Service Supervisor
Work Location: Av. Insurgentes Sur 664, Ciudad de México, CP 03100 - México.

A Customer Service Representative (CSR) is responsible for interacting with customers to provide information in response to inquiries, address complaints, and resolve issues. Their role is critical in maintaining customer satisfaction and loyalty.

Key Responsibilities:

1. Customer Interaction:

• Handle inbound and outbound calls, emails, or chat inquiries from customers.
• Respond to customer inquiries regarding products, services, policies, and account information.
• Provide accurate and efficient information to resolve customer concerns.

2. Issue Resolution:

• Troubleshoot issues, identify problems, and work towards resolving customer complaints.
• Escalate unresolved issues to the appropriate departments, when necessary.

3. Order Processing and Account Management:

• Assist customers with placing orders, processing returns, and tracking shipments.
• Update customer accounts and maintain accurate records of interactions.

4. Documentation and Reporting:

• Document all customer interactions, including questions, complaints, and resolutions, into the system.
• Generate reports on common customer service issues and communicate trends to management.

5. Policy and Process Adherence:

• Stay updated on company policies, procedures, and product updates.
• Ensure compliance with company standards in customer interactions.

6. Feedback and Improvement:

• Collect customer feedback and relay it to the appropriate teams to help improve services and products.
• Participate in training sessions and meetings to enhance customer service skills.

Basic Qualifications:

• Education: High school diploma or equivalent
• Experience: Prior customer service experience is required

Skills:

• Excellent communication (verbal and written) and interpersonal skills.
• Ability to multitask, prioritize, and manage time effectively.
• Problem-solving skills and attention to detail.
• Proficiency with computers and customer relationship management (CRM) software.

Work Environment:

• Office-based
• Monday-Friday. Shifts may have varied start times 8:00 am to 9:30 am.

Key Competencies:

• Empathy: Understanding and addressing customer needs effectively.
• Patience: Staying calm and composed during stressful situations.
• Teamwork: Collaborating with peers and other departments to achieve customer satisfaction.
• Adaptability: Being flexible and open to learning new systems and processes.