Us Customer Care Dispatch Agent I

The Big Job Site; Región Centro; Híbrido; MXN 167.000 - 201.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual variable performance bonus

Food vouchers

Savings fund

Major medical & life insurance &Dental

Christmas bonus

Premium vacation

Pension plan

Hybrid work model & paid leave

Descripción de la vacante

CARESTREAM is seeking a US Customer Care Dispatch Agent I in Guadalajara, Jal. to coordinate field service technicians and schedule service events for US clients. This full-time hybrid role offers a monthly MXN salary in the 15k–18k range and health coverage.

Successful candidates will manage ticket queues, ensure SLA adherence, and communicate clearly with clients and internal teams, while maintaining expert use of SAP, C4C, and MS Office tools.

Formación

• Fluent English required (written and spoken).
• Bachelor's degree or high school diploma.
• Up to 2 years customer support experience.
• Dispatch or call center experience a plus.
• Proficient in SAP, C4C and MS Office.
• Strong problem-solving and composure under pressure.
• Flexible schedule for 18x7 8-hour shifts.

Responsabilidades

• Dispatch service calls to field engineers based on urgency and location.
• Monitor ticket queues for SLA compliance and resolution tracking.
• Communicate appointment schedules with clients, technicians and internal teams.
• Log interactions and update ticket status in the CRM system.

Conocimientos

Fluent English

Customer service

Problem solving

MS Office

Educación

Bachelor's degree

High school diploma

Herramientas

SAP

C4C

Descripción del empleo

US Customer Care Dispatch Agent I | Job Title: US Customer Care Dispatch Agent I | Job Type: Full-time (Hybrid) | Location: Guadalajara, Jal. | Salary: $15,000 $18,000.00 MXN Gross / Month

About the Role

Join our team at CARESTREAM as a US Customer Care Dispatch Agent I! You will play a pivotal role in coordinating field service technicians, scheduling service events, and ensuring high levels of customer satisfaction for our US clientele.

Key Responsibilities

• Dispatch and assign service calls to field engineers based on customer urgency and geographical locations.
• Monitor ticket queues to ensure SLA compliance and resolution tracking.
• Communicate with clients, technicians, and internal teams regarding appointment schedules.
• Log all interactions and update ticket status accurately in the CRM system.

Requirements

• Advanced / Fluent English proficiency (written and spoken).
• Bachelor's degree (undergraduate) or high school diploma.
• Up to 2 years experience in customer support service.
• Dispatch, or call center operations is a plus.
• Proficiency in customer service platforms (SAP & C4C systems) and MS Office.
• Strong problem-solving ability and composure under fast-paced scenarios.
• Schedule flexibility within a 18x7 shift coverage of 8 hrs shifts.

Benefits & Compensation

• Base Salary: $15,000 $18,000.00 MXN Gross / Month
• Annual Variable Performance Bonus
• Food Vouchers
• Savings Fund
• Major Medical & Life Insurance & Dental Plan
• Above the law Christmas Bonus
• Vacations as stated by law + above the law vacation Premium
• Pension Plan
• Hybrid Work Model & Paid Leave Programs

US Customer Care Dispatch Agent I Zapopan, Jalisco, Mexico