Customer Support Associate (e-commerce)

Arrow Electronics; Tlaquepaque; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Arrow Electronics, un leader mondial de la distribution électronique, recherche un Customer Support Associate pour son équipe numérique. Le candidat idéal assurera un service client exceptionnel via divers canaux, tout en utilisant Salesforce pour gérer les demandes. Ce rôle hybride offre une combinaison de travail au bureau et à distance, avec des opportunités de croissance professionnelle et un ensemble d'avantages compétitifs.

Servicios

30 jours de prime de Noël

Prime de vacances de 40%

12 jours de vacances plus 2 jours flottants

Assistance dentaire et visuelle

Assurance vie

Assurance santé

Vouchers alimentaires

Remboursement des frais de scolarité

Opportunités de croissance

Formación

• 1 an d'expérience en support client/e-commerce.
• Fluent en anglais est indispensable.
• Compétences en Microsoft Office - de base ou intermédiaire.

Responsabilidades

• Premier point de contact pour les demandes des clients par téléphone, email et chat.
• Maintenir une connaissance de base des produits et services des clients.
• Documenter les informations des clients dans Salesforce.

Conocimientos

Communication écrite et verbale

Attention aux détails

Service client

Educación

Diplôme de Bachelor ou Diplôme de High School

Herramientas

Microsoft Office

Salesforce

Descripción del empleo

Position: Customer Support Associate (e-commerce)
Job Description:

Arrow Electronics, Inc. is one of the world's largest electronics distributors, and one of Fortune Magazine's 'Most Admired Companies'. This position will be part of our Digital Team which supports the business from our websites- Arrow.com, Verical.com and MyArrow, where a strategic mindset and interaction with team members across the globe is essential; with a special focus on delivering the best service experience to our customers.

What You’ll Be Doing:

• Serve as first point of contact for inbound customer inquiries via phone, email and chat.
• Prioritize a positive customer experience by providing expert level customer service, interfacing directly with customers for resolution; with a high level of professionalism, a solid adherence to SLA’s and expected time of response.
• Greet customers in a courteous and professional manner, listen carefully to customers' needs and concerns, clarify and confirm customer requirements in a clear and concise manner to ensure issue resolution and customer satisfaction.
• Always maintain a courteous and calm manner to de-escalate stressful or difficult situations; rely on manager or team support when necessary.
• Maintain basic knowledge of customer products and/or services.
• Use internal Arrow resources and tools to effectively handle customer inquiries, troubleshoot, and find the best solution.
• Use Salesforce to document customer information to create, update or adjust customer contact, account and/or case records.
• Consistently and accurately maintain Salesforce with customer contact/request reason and resolution for accuracy and metric tracking.
• Owns all cases generated by incoming requests from customers via phone, email or chat, until completion in an End-to-end process.
• Provides prompt follow up of cases to end user customers.

What We're Looking For:

• Bachelor’s degree or High School diploma
• 1 year of experience in customer service/e-commerce support.
• Fluent in English is a must-have.
• Microsoft Office skills – basic or intermediate
• Attentive to detail.
• Strong written and verbal communication skills.

Work Arrangement:

• Hybrid: 3 days in office/2 days work from home

What’s In It For You:

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That’s why we offer competitive financial compensation, including various compensation plans, and a solid benefits package.

• 30 days of Christmas bonus
• 40% vacation premium
• 12 vacation days plus 2 Floating days, sick days and holidays
• Vision and Dental Assistance
• Life Insurance
• Healthcare Insurance
• 10% Food/Pantry Vouchers
• Restaurant Vouchers
• 13% Savings Fund
• Tuition reimbursement
• Growth Opportunities, and more!

Annual Hiring Range/Hourly Rate:

$15,416.66 - $17,963.58 MXN monthly MXN Monthly

# ArrowMX

#LI-CS1

#LI-Hybrid

Annual Hiring Range/Hourly Rate: $15,416.67 - $0.00 MXN Monthly

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.

Location: MX-JAL-Tlaquepaque, Mexico (HPE Guad office)
Time Type: Full time
Job Category: Business Support EEO Statement:

Please be sure to include all work history on your resume including: temporary employment, work as a contractor, other subsidiaries, changes in entities legal name, etc.

Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to religion, gender, age, sexual orientation, gender identity or national origin. (EEO policy Mexico)