Customer Service Representative Jr

Ibm; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading IT services company in Mexico seeks a Customer Service Representative to enhance customer relations. The role involves assisting clients via various communication channels and ensuring customer satisfaction. Candidates should have 1-4 years of experience, excellent English proficiency, and the ability to manage high-volume communication effectively. The position requires strong organizational skills and a professional demeanor, essential for thriving in a fast-paced environment. Join a team committed to providing exceptional support and service.

Formación

• At least 1–4 years of customer service experience.
• Strong verbal and written communication skills in English.
• Demonstrated ability to document processes clearly.

Responsabilidades

• Communicate with customers via phone, email, and chat.
• Respond promptly to customer inquiries.
• Ensure customer satisfaction and provide professional support.

Conocimientos

Excellent phone etiquette and verbal communication

Ability to multi-task and prioritize work

Strong organizational and multitasking capabilities

Basic Portuguese reading and writing skills

Advanced English Proficiency

Problem-solving skills

Educación

High school diploma or equivalent

Bachelor's degree in business or related field

Herramientas

Ticketing systems (e.g., Zoho Desk)

CRM platforms

SAP/S4-EXCEL-OUTLOOK

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).