Service Specialist II - MEX

WWEX Group; Monterrey; Híbrido; MXN 400.000 - 560.000; Jornada completa

Descripción de la vacante

WWEX Group is seeking a Senior Service Specialist to join our Monterrey operations. You will provide level two support, drive continuous improvement, and ensure consistent service for customers and carrier partners.

The role works closely with account teams and escalates issues when needed. Ideal candidates will have strong Salesforce experience, excellent communication, time management, and relationship-building skills to maintain high service standards across daily operations in a fast-paced

Formación

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

Responsabilidades

• Provide level two customer support with focus on continuous improvement.
• Identify and troubleshoot opportunities to improve team efficiency.
• Utilize Salesforce macros, templates, and flows for customer interactions.
• Communicate effectively with customer facing teams and customers.
• Maintain a high level of organization and planning; manage time effectively.
• Support a Monday–Friday work schedule and transactional service delivery.
• Collaborate with carrier partners to execute daily operations.

Conocimientos

Customer service

Salesforce

Verbal communication

Written communication

Time management

Relationship management

Educación

High School Diploma

Herramientas

Salesforce

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.