Support Associate (Bi-Lingual)

The Boxoffice Company; México; On-site; MXN 25,000 - 35,000; Full time

Job summary

A customer support firm in Mexico is seeking an entry-level customer support representative to assist cinema exhibitors. Responsibilities include troubleshooting issues, building relationships with clients, and handling correspondence. The ideal candidate will possess a Bachelor's Degree and be proficient in both English and Spanish. This role offers opportunities for growth within a dynamic industry.

Qualifications

• Bachelor's Degree required; minimum of 6 months related experience or equivalent.
• Ability to conceptualize creative concepts.
• Strong attention to detail.
• Excellent written and oral communication skills in both Spanish and English.
• Ability to work independently and as part of various teams.

Responsibilities

• Provide timely customer support to movie theatres including troubleshooting issues.
• Build effective relationships with customers by addressing their needs.
• Prepare reports and correspondence as needed.
• Perform other related duties as assigned by management.

Job description

SUMMARY: Provides courteous customer support to various exhibitors in the cinema industry. Strives to retain current customers and develop new business opportunities by extending professional and efficient service and suggesting additional services and products to serve customers’ needs. This is an entry-level position. Needs to be proficient in both English and Spanish. Please provide a resume in English!

DUTIES AND RESPONSIBILITIES:

• Provides timely customer support to movie theatres which will include troubleshooting issues on their websites, apps, CRM tools, and data, along with updating websites/email newsletter campaigns/social media postings
• Builds effective relationships and trust with customers by listening to their needs
• Interfaces with Support Lead to ensure the highest degree of service rendered to clients
• Prepares reports and/or correspondence as needed
• Performs other related duties as assigned by management

QUALIFICATIONS:

• Bachelor’s Degree required; plus at least 6 months related experience and/or training; or equivalent combination of education and experience
• Ability to conceptualize creative concepts
• Ability to render excellent customer service
• Proven strong attention to detail
• Commitment to excellence and high standards
• Excellent written and oral communication skills in both Spanish and English
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to work independently and as a member of various teams
• Proven ability to handle multiple projects and meet deadlines

COMPETENCIES:

• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.