Post-Purchase Support Specialist (Zendesk)

North American Production Sharing, Inc.; Tijuana; Presencial; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

North American Production Sharing, Inc. is seeking a Customer Support Specialist in Tijuana to guide customers through post-purchase experiences. You will handle inquiries by phone and email, manage cases in Zendesk, and ensure timely, empathetic resolutions.

The role emphasizes high-volume support in a fast-paced environment, collaboration across departments, and ownership from initial contact to resolution. Schedule: Mon-Fri 7:00 AM–5:00 PM, HSBC payroll note noted.

Formación

• Must have Zendesk experience.
• Experience in a high-volume customer service environment.
• Strong verbal and written communication skills (native English).
• Multitasking, organization, and prioritization abilities.
• Post-purchase customer support experience.
• Experience with refunds, warranties, replacements, or order management.
• Experience collaborating across multiple departments to resolve customer concerns.

Responsabilidades

• Respond to customer inquiries via phone and email.
• Manage approximately 40 to 70 customer support tickets per day.
• Track, document, and manage customer cases through Zendesk.
• Provide timely responses and consistent follow-up on open cases.
• Assist customers with installation concerns and rescheduling.
• Coordinate product, kit, and part replacements.
• Support refunds, warranty, and order-related requests.
• Assist customers dissatisfied with their product, installation, color, materials, or overall experience
• Handle frustrated customers with empathy and professionalism while working toward practical solutions
• Prioritize multiple open cases to ensure urgent concerns are addressed appropriately
• Partner with Retail Sales, Accounting, Production, and Patterns to resolve customer issues
• Take ownership of customer cases and follow them through to resolution

Conocimientos

Customer service

High-volume support

English proficiency

Communication skills

Issue resolution

Herramientas

Zendesk

Descripción del empleo

North American Production Sharing, Inc. is seeking a Customer Support Specialist in Tijuana to guide customers through post-purchase experiences. You will handle inquiries by phone and email, manage cases in Zendesk, and ensure timely, empathetic resolutions.

The role emphasizes high-volume support in a fast-paced environment, collaboration across departments, and ownership from initial contact to resolution. Schedule: Mon-Fri 7:00 AM–5:00 PM, HSBC payroll note noted.