Especialista en Experiencia del Cliente (CX) y Soporte

Placements24; Cuernavaca; Hybrid; MXN 180,000 - 300,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Training programs

Job summary

Placements24 is seeking a Customer Experience (CX) and Support Specialist in Cuernavaca, Morelos. You will be the primary contact for customers, handling inquiries across channels, and ensuring a seamless journey.

You should have at least 2 years in CX or customer service, be fluent in Spanish, and comfortable working in a hybrid environment. Health insurance, paid time off, and training opportunities are offered to support your success.

Qualifications

• Excellent verbal and written communication in Spanish.
• Minimum of 2 years in customer service or CX roles.
• Experience with CRM and customer support tools.

Responsibilities

• Respond to inquiries via phone, email, and chat in a timely manner.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues; escalate when needed.
• Document interactions and resolutions in the CRM system.
• Collaborate with internal teams to improve the customer journey.

Skills

Spanish proficiency

Active listening

Problem solving

Communication skills

Customer service mindset

Education

High school diploma

Associate/Bachelor's a plus

Tools

CRM software

Job description

About the Role

Our client, a growing service provider in Cuernavaca, Morelos , is seeking a dedicated Customer Experience (CX) and Support Specialist. This role is vital in ensuring exceptional customer satisfaction by managing inquiries, resolving issues, and enhancing the overall customer journey. You will act as a primary point of contact for customers, providing timely and effective support across various channels. The ideal candidate is empathetic, possesses excellent communication skills, and is passionate about delivering outstanding customer service. This is an excellent opportunity to contribute to customer loyalty and build positive brand perceptions in the beautiful city of Cuernavaca .

Key Responsibilities

• Respond to customer inquiries and issues via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Troubleshoot and resolve customer complaints and issues effectively, escalating when necessary.
• Document customer interactions, feedback, and resolutions in the CRM system.
• Identify patterns in customer feedback and report them to relevant departments for service improvement.
• Assist in developing and updating customer support documentation and FAQs.
• Proactively seek opportunities to enhance the customer experience.
• Collaborate with internal teams to ensure a seamless customer journey.
• Contribute to building and maintaining strong customer relationships.

Requirements

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Minimum of 2 years of experience in customer service, customer support, or a related CX role.
• Excellent verbal and written communication skills in Spanish.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and customer support tools.
• Ability to remain calm and professional under pressure.
• Strong organizational skills and attention to detail.
• Experience working in a hybrid environment, balancing remote and on-site tasks.
• A genuine passion for helping customers and improving their experience.
• Basic understanding of customer journey mapping is beneficial.

Benefits

We offer a competitive salary based on experience and a solid benefits package, including health insurance and paid time off. Employees have access to training programs focused on customer service excellence and career development. This role operates on a hybrid model, offering flexibility and work-life balance. The position is located in our office in Cuernavaca, Morelos . Join a supportive team dedicated to making a positive impact on our customers' lives and contributing to the company's success.