Global Customer Experience & Operations Lead

Hewlett Packard Co.; Tlaquepaque; Hybrid; MXN 420,000 - 540,000; Full time

Job summary

Hewlett Packard Co. in Tlaquepaque, Mexico, is seeking a Sales Operations professional focused on enhancing customer experience and resolving diverse issues through collaboration with cross-functional teams.

You will uphold detailed records, monitor order and delivery status, and drive improvements in processes and retention. The role requires 2-4 years in CRM or customer service, a four-year or graduate degree, and proficiency in Portuguese.

Qualifications

• Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or related discipline.
• Typically 2-4 years of work experience in CRM, customer service, account management, or related field.
• Portuguese language proficiency required.

Responsibilities

• Handles a range of moderately complex customer issues with timely solutions.
• Maintains proactive communication with customers and channel partners on orders, delivery, and inquiries.
• Maintains detailed records of interactions and resolutions for reporting.
• Contributes to strategies to improve customer retention and satisfaction at all touchpoints.
• Collaborates with cross-functional teams to resolve issues and improve processes.
• Collects and analyzes customer feedback to identify trends and improvement areas.
• Maintains relationships with vendors and channel partners for smooth collaboration.
• Ensures compliance with policies and legal requirements in customer engagement.
• Participates in ongoing training to stay updated on industry trends and technologies.
• Generates reports on KPIs, customer satisfaction, and issue resolution for management.

Skills

Portuguese required

CRM experience

Customer experience

Education

Bachelor’s degree or higher in Business/related

Job description

Hewlett Packard Co. in Tlaquepaque, Mexico, is seeking a Sales Operations professional focused on enhancing customer experience and resolving diverse issues through collaboration with cross-functional teams.

You will uphold detailed records, monitor order and delivery status, and drive improvements in processes and retention. The role requires 2-4 years in CRM or customer service, a four-year or graduate degree, and proficiency in Portuguese.