Service Specialist II: Escalated Support & Processes

Worldwide Express; Monterrey; On-site; MXN 335,000 - 469,000; Full time

Job summary

Worldwide Express is seeking a Senior Service Specialist to join our Operations Account Teams in Monterrey. You will provide level two customer support, focusing on escalated issues and continuous improvement within a highly transactional service environment.

You will collaborate with customer facing teams and carrier partners, using Salesforce macros, templates, and flows to deliver consistent service while maintaining strong communication. A Monday-Friday schedule is expected.

Qualifications

• 2+ years of internal experience.
• High School Diploma required.

Responsibilities

• Provide level two support for customers with focus on escalated issues.
• Use Salesforce macros, templates, and flows to assist teams.
• Communicate with customer facing teams and customers daily.
• Identify and troubleshoot continuous improvement opportunities.
• Maintain a high level of customer service in a transactional environment.
• Maintain a consistent Monday-Friday work schedule.

Skills

Verbal communication

Written communication

Problem solving

Time management

Relationship management

Internal systems

Education

High School Diploma

Tools

Microsoft Office

Salesforce

Job description

Worldwide Express is seeking a Senior Service Specialist to join our Operations Account Teams in Monterrey. You will provide level two customer support, focusing on escalated issues and continuous improvement within a highly transactional service environment.

You will collaborate with customer facing teams and carrier partners, using Salesforce macros, templates, and flows to deliver consistent service while maintaining strong communication. A Monday-Friday schedule is expected.