ON-SITE Position

Location: Sonata, Lomas de Angelopolis II. Puebla

Rotating Shifts

Overview: Customer Support Agent is responsible for providing quality and efficient customer support to customers through quality phone calls and tickets daily, as well as various tasks assigned to the agent.

General Accountabilities

• Maintains daily communication with the team and hits productivity standards.
• Receive incoming customer calls, emails, and create tickets for Requests.
• Responds to High and Critical priority tickets/projects according to standard operating procedures.
• Serve as initial responder within the hosted environment in the notification, identifying, an documenting the information.
• Assists the manager with daily operation of the Customer Support Center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
• Provide remote support via a combination of telephone and remote support tools.
• Take deliveries from vendors, process and scan packing slips.
• Communicate (both verbally and in writing) with customers in a formal and professional manner.
• Create and manage the lifecycle of ticket requests in the company’s ticketing system.
• Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to follow the proper procedures.
• Ensure escalations are handled in a professional, consistent, and relentless manner.
• Adhere to the Customer Support Center Ops Manual.

Job Qualifications

Education

• High school graduation, or its equivalent

Experience:

• Customer Service experience.

Skills

• Excellent verbal and written communication.
• Excellent meeting facilitation skills, including teleconference and web conference.
• Excellent project management and time management skills.
• Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals.
• Ability to work creatively and analytically in a problem-solving environment.
• Good performance management skills including feedback techniques.
• Fluent English language skills required. Interviews will be conducted in English.

Job Perks and benefits:

The benefits program includes benefits per law (Social security, retirement and other specified by Mexico Labor Law) and additional benefits to complement your needs (insurance, food vouchers, saving fund, etc.)

-Competitive salary

-Long term assignment hired directly by us.

-100% payroll scheme

Tipo de puesto: Tiempo completo, Por tiempo indeterminado

Sueldo: A partir de $10,000.00 al mes

Beneficios:

• Opción a contrato indefinido
• Programa de referidos
• Seguro de gastos médicos
• Seguro de gastos médicos mayores
• Seguro de la vista
• Seguro dental
• Seguro de vida
• Vales de despensa

Pregunta(s) de postulación:

• ¿Disponibilidad para trabajar en sitio?

Idioma:

• Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial