Customer Service Representative Bi-Lingual - Mexico City

Zamora Company; Morelia; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A beverage company based in Mexico is seeking a Customer Service Representative. This role involves interacting with customers to provide exceptional service, managing orders, and resolving inquiries. The ideal candidate will have proven customer service experience, strong communication skills, and must be bilingual in Spanish and English. Join a team that values customer experience and support.

Formación

• Must be self-motivated and able to work with minimal supervision.
• Proven experience working with cross-functional teams.
• Understanding of the Supply Chain.

Responsabilidades

• Serve as the first point of contact for customer inquiries.
• Process orders and manage order fulfillment.
• Engage with customers positively and build rapport.
• Handle complex problems and escalate when necessary.
• Respond to customer questions via phone, email, or chat.

Conocimientos

Proven experience as Customer Service

Excellent verbal and written communication skills

Ability in problem-solving

Strong computer, telephone, and technology skills

Organized and friendly

Bilingual Spanish and English proficiency

Educación

High School Diploma

Herramientas

SAP

Descripción del empleo

At Zamora Company, we believe customer service is at the heart of our success. A strong Customer Service Representative not only builds customer loyalty but also strengthens our reputation and helps grow our brand.

JOB BRIEFING / RESUMEN DEL PUESTO

As a Customer Service Representative, you’ll be the voice and face of Zamora Company. You’ll interact directly with our customers, providing exceptional service, solving problems, and creating positive experiences. Our team members are known for being friendly, courteous, and professional — always putting the customer first.

In This Role, You’ll

• Serve as the first point of contact for customer and consumer inquiries
• Take personal ownership of each interaction, from start to finish
• Handle non-scripted calls with confidence and care
• Provide timely updates and support to both internal and external customers
• Represent Zamora with a positive, solutions-focused attitude

We’re looking for someone who is proactive, enthusiastic, and passionate about helping others. The ideal candidate has strong communication skills, can multitask in a fast-paced environment, and takes pride in delivering exceptional service.

If you have previous customer service experience and thrive in an entrepreneurial, creative setting, we’d love to connect with you!

Responsabilidades / Main Responsibilities

• Order Entry in SAP - Taking orders, verifying customer information, processing payments, and managing order fulfillment
• Updating customer details, reviewing account history, resolving account discrepancies, and managing account changes
• Engaging with customers in a positive manner, actively listening to their needs, and building rapport
• Identifying complex problems that need further attention and transferring them to supervisors or relevant departments
• Answering customer questions via phone, email, or chatting regarding products, services, account details, and billing
• Asks the right questions that help uncover the root issue while keeping the customer comfortable and supported.
• Actively listening to customer issues, investigating problems, offering solutions, and providing appropriate compensation when needed
• Processing customer return requests, verifying eligibility, and facilitating exchange
• Maintain company standards to ensure high-quality service
• Build relationships with customers to ensure satisfaction
• Attend required departmental meetings
• Possess the ability to organize and keep a positive & productive work environment

Requerimientos y Habilidades / Requirements & Skills

• High School Diploma
• Proven experience as Customer Service
• Critical Thinker
• Excellent organization skills
• Must be able to multi-task, prioritize and manage time effectively
• Excellent verbal and written communication skills
• Ability in problem-solving.
• Ability to always remain professional and courteous with customers
• Strong computer, telephone, and technology skills
• Must be professional, organized, and friendly.
• Must be self-motivated and able to work with minimal supervision.
• Beverage alcohol experience/spirits industry experience preferred
• Understanding of the Supply Chain
• Bilingual Spanish and English proficiency
• Proven experience working with cross-functional teams

***Please provide CV in English and in PDF format***

Zamora Company is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.