Service Specialist II - MEX

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

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 typically 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)