Representante de Soporte al Cliente Experto

Placements24; Oaxaca de Juárez; Hybrid; MXN 420,000 - 780,000; Full time

Benefits offered by this job

Hybrid work model

Leadership development

Competitive salary

Job summary

Placements24 seeks an Expert Customer Support Representative in Oaxaca City, Oaxaca. You will handle advanced inquiries, mentor junior staff, and contribute to service strategy improvements. This role blends in-office collaboration with remote work within a Hybrid model.

You will serve as a senior point of contact, leveraging deep product knowledge to resolve complex issues and train peers, while driving customer satisfaction and loyalty.

Qualifications

• Minimum of 4 years in a customer support role, with senior responsibilities.
• Deep knowledge of the company’s products and services.
• Strong analytical, problem-solving and critical-thinking skills.
• Excellent communication, listening, and people skills.
• Ability to train, mentor, and guide peers in a team.

Responsibilities

• Provide advanced support and troubleshooting for complex issues.
• Act as a mentor, supporting junior staff with challenging cases.
• Analyze interactions and feedback to identify trends and improvements.
• Develop and update knowledge base, docs, and training materials.
• Manage client escalations to ensure timely resolutions.
• Collaborate with cross-functional teams to improve customer experience.

Skills

Analytical thinking

Problem solving

Communication

Mentoring

Interpersonal skills

Education

Bachelor's degree in a related field

Tools

CRM software

Helpdesk systems

Job description

About the Role

Our client is seeking a highly experienced and knowledgeable Expert Customer Support Representative to join their team in Oaxaca City, Oaxaca. This pivotal role requires a deep understanding of our products and services, coupled with exceptional problem-solving skills to handle complex customer inquiries and issues. You will serve as a senior point of contact, mentoring junior staff and contributing to service strategy improvements. This position adopts a Hybrid work model, balancing the benefits of in-office collaboration in Oaxaca City with the flexibility of remote work. We are dedicated to providing outstanding customer experiences and are looking for a professional who shares this commitment. This is an excellent opportunity to leverage your expertise within a respected organization that values its employees and offers clear pathways for career development. You will play a crucial role in enhancing customer satisfaction and loyalty.

Key Responsibilities

• Provide advanced support and troubleshooting for complex customer issues related to our products/services.
• Act as a subject matter expert, assisting other support representatives with challenging cases.
• Analyze customer interactions and feedback to identify trends and areas for improvement.
• Develop and update support documentation, knowledge base articles, and training materials.
• Mentor and train new and existing customer support staff.
• Manage client escalations and ensure timely, satisfactory resolutions.
• Contribute to the development and refinement of customer service policies and procedures.
• Maintain high levels of customer satisfaction through proactive and empathetic communication.
• Collaborate effectively with cross-functional teams to ensure seamless customer experience in Oaxaca City, Oaxaca.

Requirements

• Minimum of 4 years of experience in a customer support role, with a significant portion in an expert or senior capacity.
• In-depth knowledge of our industry and product offerings.
• Exceptional analytical, problem-solving, and critical-thinking skills.
• Outstanding communication, listening, and interpersonal skills.
• Proven ability to train, mentor, and guide team members.
• Proficiency with CRM software, helpdesk systems, and other relevant tools.
• Bachelor's degree in a related field or equivalent demonstrated experience.
• Adaptability to a Hybrid work model, performing duties both remotely and in our Oaxaca City, Oaxaca office.

Benefits

Our client offers a competitive salary, comprehensive benefits package, opportunities for leadership development, a collaborative and supportive work environment, and a flexible Hybrid work arrangement. Join our team in Oaxaca City, Oaxaca and make a significant impact on our customer success.