Customer Service Executive - Weekend Shift HO

Description

Job Summary: We are seeking a Customer Service Agent to provide comprehensive service to internal and external customers, managing requests and executing administrative and post-sales processes to ensure customer satisfaction. Key Highlights: 1. Comprehensive service to internal and external customers 2. Management of requests and administrative processes 3. Ensuring customer satisfaction JOIN OUR TEAM Become part of our team as: Customer Service Agent. Sector: Retail Location: Historic Center | Teatro Insurgentes | HO Job Objective To deliver comprehensive service to internal and external customers across all contact channels, managing requests and executing administrative and post-sales processes in corporate systems to guarantee customer satisfaction, adherence to timeframes, and accuracy of information. Profile Requirements • Completed high school education • Minimum 2 years of experience • Intermediate Microsoft Office proficiency Experience Area  Customer Service: Handling digital and telephone service channels  Administrative Processes: Performing validations, returns, and closures in corporate systems.  Operational Support: Coordinating with internal departments and logging cases in CRM. Main Responsibilities • Handle external customer requests, inquiries, and incidents via digital and telephone channels (chat, email, calls, WhatsApp) across various sales channels (marketplaces, POS, Diablos Store, and Xnickers Martí), providing accurate and timely solutions to ensure a positive experience. • Log every interaction in the omnichannel CRM and follow up until resolution, ensuring case traceability and compliance with established timeframes. • Execute administrative processes in ERP, SAP, Onest, and return portals, performing cancellations, refunds, and closures accurately to ensure proper order and service management. • Coordinate and validate information with internal departments (stores, logistics, accounting) to resolve issues related to deliveries, payments, and product availability, ensuring uninterrupted service. • Meet productivity and satisfaction metrics (response time, case resolution, NPS) according to established standards. • Identify opportunities for improvement in customer service processes and provide feedback to supervisors to optimize the omnichannel experience and operational efficiency. What We Offer: • Hybrid work mode: HO | In-person • Monday to Sunday schedule, with one weekday off and one rotating weekend day off. • Rotating shift schedule: Weekdays 12:00 PM–8:00 PM – HO 9:00 AM–6:00 PM – In-person Weekends 9:00 AM–6:00 PM HO • Annual Christmas bonus: Equivalent to 15 days’ salary, prorated based on time worked during the year. • Annual gratification: Equivalent to 7 days’ salary upon completing 2 years of service and 15 days’ salary upon completing 3 years, paid together with the Christmas bonus. • Vacation: Program starts with 12 days and adjusts according to the schedule established by current law. • Vacation premium: 25% annually on vacation days. • Savings fund: Equivalent to 5% of monthly gross salary, disbursed annually per current policy. In-kind benefits • Corporate Gym Sport City: Available after completing 3 months of service (subject to availability). • Grocery vouchers: 4% of monthly salary Benefits • Martí store discounts: 25% on regular merchandise and an additional 15% on already discounted items. • City Café discounts: 25% when paying in cash and 20% when paying by credit card. • Optional savings account plan. Social security plan • Maternity or adoption support: $5,000 MXN. • Marriage support: $5,000 MXN. • Funeral support: $10,000 MXN.-Requirements- Minimum education: Upper secondary education – General High School Diploma 3 years of experience Age: Between 25 and 43 years old Knowledge: Microsoft Office, Customer Service, Customer Care Keywords: director, management, governance, regency, executive, managing, executive, care