Service Specialist II - MEX

Worldwide Express; Monterrey; Presencial; MXN 320.000 - 420.000; Jornada completa

Descripción de la vacante

Worldwide Express seeks a Senior Service Specialist in Monterrey to join the Operations Account Teams. You will provide level two customer support, drive continuous improvement, and ensure consistent service for customers and account teams, coordinating with carrier partners to run day-to-day transactions.

You will leverage Salesforce and Microsoft tools to resolve escalated issues, improve processes, and maintain strong relationships with customers and internal teams in a fast-paced office

Formación

• Proficient with internal systems.
• Familiarity with Microsoft programs, Salesforce, and carrier relationships.
• Excellent verbal and written communication skills.
• Problem resolution.
• Time management.
• Relationship management.

Responsabilidades

• Advanced skills pertaining to standard processes and consistent customer communication.
• Ability to identify and troubleshoot continuous improvement opportunities within the team.
• Advanced Salesforce knowledge and abilities.
• Ability to provide a high level of customer service by way of transactional services and clear communication.
• Assist customer facing teams by using proper Salesforce macros, templates, and flows.
• Improve on time management, organization and planning skills.
• Consistent Monday-Friday work schedule.
• Communicate daily with both customer facing teams and customers via Salesforce tools.
• Work with scalable processes that enable the team to be efficient while providing a focus of high level of customer service.

Conocimientos

Communication

Time management

Relationship management

Problem resolution

Internal systems

Educación

High School Diploma

Herramientas

Salesforce

Microsoft Office

Descripción del empleo

PURPOSE

The Senior Service Specialist position is designed to be an integral part of the Operations Account Teams. This position focuses on providing level two support for customers by focusing on continuous improvement, efficiency and providing a consistent level of service for customers and support for Account teams. In addition, the Service Specialist II position works closely with the customer facing teams and our carrier partners to execute the day-to-day operation as a highly transactional service team. A level II Service Specialist will focus on escalated customer issues, strategic processes, focus on higher level customers and will have proven their ability and knowledge based on Tier I expectations.

Essential Duties & Responsibilities

• Advanced skills pertaining to standard processes and consistent customer communication.
• Ability to identify and troubleshoot continuous improvement opportunities within the team.
• Advanced Salesforce knowledge and abilities.
• Ability to provide a high level of customer service by way of transactional services and clear communication.
• Assist customer facing teams by using proper Salesforce macros, templates, and flows.
• Improve on time management, organization and planning skills.
• Consistent Monday-Friday work schedule.
• Communicate daily with both customer facing teams and customers via Salesforce tools.
• Work with scalable processes that enable the team to be efficient while providing a focus of high level of customer service.

Required Knowledge/Skills/Abilities

• Proficient with internal systems
• Familiarity of Microsoft programs, Salesforce, and carrier relationships
• Excellent verbal and written communication skills.
• Problem resolution
• Time management
• Relationship management

Qualifications

• 2+ years internal experience
• High School Diploma required

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work Environment: Job is performed in a general office environment.

Physical Requirements

• NP Not Present
• O Occasional (Up to 25% of time)
• F Frequent (26%-74% of time)
• C Constant (75% or more of time)