Senior Customer Care & Tech Support Lead

Nielsen; Ciudad de México; Presencial; MXN 420.000 - 660.000; Jornada completa

Descripción de la vacante

Nielsen in Mexico City is seeking a Senior Customer Care Specialist to provide day-to-day support to new and existing customers. In this role, you will lead a team of customer care specialists, monitor workload and escalations, and collaborate with cross-functional technical groups to ensure successful customer implementations.

You will act as SME for at least one product, manage queues with Zendesk, and serve as the main contact for key accounts.

Formación

• Associates or Bachelor’s degree in a technical discipline.
• At least 5 years of experience in a customer facing role.
• Successfully supported at least one key account in a previous company.
• Proven ability to engage resources outside CX to help customers.
• Ability to elevate issues for timely, successful solutions.
• Strong customer service skills, emotional intelligence and communication.

Responsabilidades

• Assist management with time and attendance accounting and workload planning.
• Oversee customer service queues and ensure timely responses.
• Provide input on training needs and team performance.
• Develop team skills to achieve department goals.
• Lead meetings with internal teams; document minutes and actions.
• Serve as primary contact for a limited number of clients.
• Act as SME for at least one product and mentor reps.
• Manage workloads and case activity using Zendesk and Salesforce.

Conocimientos

Customer service

Mentoring

Communication

Problem solving

Time management

Cross-functional collaboration

Emotional intelligence

Adaptability

Self-motivation

Prioritization

Leadership

Educación

Associates or Bachelor's degree in a technical discipline

Herramientas

Salesforce

Zendesk

Google Suite

Microsoft Office

Descripción del empleo

Nielsen in Mexico City is seeking a Senior Customer Care Specialist to provide day-to-day support to new and existing customers. In this role, you will lead a team of customer care specialists, monitor workload and escalations, and collaborate with cross-functional technical groups to ensure successful customer implementations.

You will act as SME for at least one product, manage queues with Zendesk, and serve as the main contact for key accounts.