Process Specialist - Customer Service Representative

Infosys; Ciudad de México; Presencial; MXN 30,000 - 50,000; Jornada completa

Descripción de la vacante

Infosys busca un Especialista de Contact Center en Ciudad de México para ofrecer soporte excepcional a propietarios de pequeñas tiendas. Este rol es crucial para garantizar una experiencia de usuario sin problemas y maximizar la efectividad de nuestra aplicación móvil. Los candidatos deben tener un título relacionado y experiencia en atención al cliente, con habilidades sólidas de comunicación en español.

Formación

• 1-3 años de experiencia en un centro de contacto o entorno de atención al cliente.
• Familiaridad con las operaciones de ventas u procesos de gestión de pedidos deseados.
• Capacidad para guiar a los usuarios a través de interfaces digitales.

Responsabilidades

• Manejo de llamadas, chats y correos electrónicos de usuarios de la aplicación.
• Diagnóstico y solución de problemas técnicos relacionados con la aplicación.
• Asistencia a propietarios de tiendas en la realización de pedidos.

Conocimientos

Escucha activa

Solución de problemas

Comunicación verbal

Comunicación escrita

Orientación al cliente

Educación

Título asociado o licenciatura en un campo relacionado con negocios

Herramientas

Sistemas CRM

Microsoft Office Suite

Descripción del empleo

Job Description

Title : Especialista de Contact Center - Contact Center Specialist.
Location: in office, Mexico City, North Area
The Contact Center Specialist is responsible for providing exceptional support and assistance to small store owners utilizing the client’s mobile application. This role plays a critical part in ensuring seamless user experience, resolving inquiries, and maximizing the effectiveness of the app in facilitating product orders, promotions, and overall business growth for our partners.
Mandatory:

• Associate's or Bachelor's degree in a business-related field.
• 1-3 years of experience in a fast-paced contact center or customer service environment, preferably in a B2B setting or supporting a digital platform/app.
• Familiarity with sales operations or order management processes is an advantage.
• Proficiency in using CRM systems for logging interactions and managing customer data.
• Strong computer literacy, including Microsoft Office Suite (Excel, Word, Outlook).

• Comfortable troubleshooting mobile applications and guiding users through digital interfaces. Patience, empathy, and a customer-centric attitude.
• Excellent verbal and written communication skills in Spanish.
• Strong active listening and problem-solving abilities.
• Ability to work independently and as part of a team in a dynamic environment.
• Strong organizational skills and attention to detail.

Nice to Have:

• Proficient in English communication skills.
• Ability to handle multiple tasks simultaneously and prioritize effectively.
• Experience in the consumer goods or retail sector.

Key Responsibilities:

• Customer Support & Issue Resolution:
  • Handle inbound calls, chats, and potentially emails from client’s app users regarding app functionality, order placement, promotion inquiries, loyalty points, and general support.
  • Diagnose and troubleshoot technical issues related to the app (e.g., login problems, navigation, order submission errors, payment issues).
  • Provide clear, concise, and step-by-step guidance to users to resolve their issues effectively.
  • Escalate complex technical or business-related issues to the appropriate internal teams (e.g., IT, sales, logistics) and follow up to ensure timely resolution.
  • Maintain a high level of professionalism and empathy in all customer interactions.
  • Conduct outbound calls to follow up on support tickets, provide resolution updates and ensure customer satisfaction.

• Order Management & Sales Support:
  • Assist store owners with placing orders through the app, verifying product availability, and confirming delivery details.
  • Educate users on current promotions, loyalty programs, and new product launches available via the client app.
  • Identify opportunities to upsell or cross-sell additional client products based on customer needs and order history, when appropriate.
  • Accurately document all customer interactions, inquiries, and resolutions within the CRM system.

• Program Education & Adoption:
  • Proactively educate store owners on the benefits and features of the client app to encourage its full utilization.
  • Provide training and guidance on new app functionalities as they are released.
  • Gather feedback from users to identify areas for app improvement and report these insights to relevant teams.

• Data Accuracy & Reporting:
  • Ensure the integrity and accuracy of customer data within the client user database and CRM system.
  • Contribute to daily/weekly/monthly reports on call volume, resolution rates, common issues, and customer feedback.

• Collaboration:
  • Collaborate closely with field sales teams, logistics, and IT to ensure a coordinated approach to customer service and problem resolution.

Participate in team meetings and training sessions to stay updated on product knowledge, app enhancements, and company policies.

EEO/About Us

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

Country

Mexico

State / Region / Province

Mexico

Work Location

Mexico City

Interest Group

Infy Mexico

Domain

CRM, Customer Service, Retail and Consumer Packed Goods

Skillset

Domain|Customer RelationShip Management|Customer Service, Domain|Utilities|Customer Service, Retail

Company

Infosys Mexico

Role Designation

233APSCSR Process Specialist - Customer Service Representative