Senior Representative - Customer Service

CSS; Tlalnepantla; Presencial; MXN 201.000 - 290.000; Jornada completa

Descripción de la vacante

CSS is seeking a Senior Representative - Customer Service to respond to customer inquiries by telephone, e-mail, or walk-ins and provide resolution. You will analyze service needs, coordinate with other departments, and keep internal teams updated to improve satisfaction.

The role may involve supporting more complex or critical products. Effective communication and problem-solving are essential as you mentor colleagues and ensure timely, accurate information is delivered to customers and

Formación

• High School degree or equivalent required.
• 5+ years of relevant experience.
• Strong time management and communication skills.
• Ability to work under pressure and resolve issues.

Responsabilidades

• Build and maintain relationships by providing prompt service.
• Answer questions and handle account inquiries and escalated complaints.
• Mentor team members and provide training on best practices.
• Process payments for cash account customers.
• Research and resolve customer problems and liaise with other departments.
• Back-up support to sales counter with walk-ins and phone inquiries.

Conocimientos

Customer service

Verbal communication

Written communication

Time management

Problem solving

Team mentorship

Educación

High School Diploma or equivalent

Associates’ Degree preferred

Herramientas

MS Word

Excel

Email

Descripción del empleo

As a Senior Representative - Customer Service, you will respond to customer inquiries by telephone, e-mail, or walk-ins to provide inquiry and/or problem resolution. You will resolve complex or unusual requests and problems that may require a customized response and communicate solution or requested information to the customer. You will analyze a customer's service needs and refer to other service or technical departments for follow up or additional information as needed. You will provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction. You may be assigned to support products that are more complex or critical.

Responsibilities:

• Build and maintain business relationship with customers by providing prompt and accurate service to promote customer loyalty.
• Support customer base by answering questions and concerns, as well as handling customer account inquiries and complaints which are escalated from other departments.
• Mentor and give direction to team members and provide training on best practices.
• Process payments for cash account customers.
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
• Back-up support to sales counter with walk in and telephone inquiries.

Qualifications:

• High School Degree or Equivalentrequired; Associates’ Degree(U.S.)/College Diploma (Canada)preferred
• 5+ years of relevant experience
• Strong time management skills required, including ability to prioritize customer issues and resolve with positive outcomes
• Solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to work well under pressure
• Strong attention to detail
• Able to handle customers sensitively, tactfully, diplomatically, and professionally at all times
• Proficient computer skills including familiarity with MS Word, Excel, and e-mail