Customer Service Assistant (Mérida)

Description

Job Summary: Efficient and courteous Customer Service Assistant who resolves inquiries, handles malfunctions, and conducts training with a focus on electrical, control, and biological areas. Key Highlights: 1. Customer service and resolution of inquiries and requests. 2. Remote monitoring and supervision of complex processes. 3. Operator training and equipment upgrades. **CUSTOMER SERVICE ASSISTANT** **JOB DESCRIPTION** Provide efficient and courteous customer service by promptly resolving inquiries and requests, contributing to customer satisfaction through application of expertise in electrical, control, and biological fields. **SPECIFIC OBJECTIVES** **Handling Malfunctions, Commissioning, and Services** · Maintain clear, respectful, and empathetic communication, both in person and via telephone or digital channels. · Ensure optimal and efficient operation of all equipment by jointly monitoring biological processes. · Address and resolve customer inquiries and requests in accordance with established procedures. · Accurately organize and record historical data and activities performed across various projects in the corresponding systems. **Follow-up on Malfunction Handling, Start-ups, and Services** · Conduct follow-up regarding feedback on malfunctions or services performed by generating specific and photographic reports. · Accurately supervise and remotely monitor complex processes such as wastewater treatment plant (WWTP) stabilization, component replacement, and malfunction diagnostics. · Verify that operators comply with processes and maintenance as stipulated in operational manuals. · Support implementation of project improvements to facilitate field operations. · Assist in updating and organizing documents, forms, and databases related to customer service. **Training and Alignment** · Conduct in-person training for designated operators at each new project. · Conduct training on equipment and design updates to ensure clear information sharing and teamwork between sales staff and franchisees. **Conflict Management and Relationship Building** · Maintain confidentiality and proper handling of customer information. · Transparently inform customers about procedures, response times, and potential solutions. · Maintain respectful, empathetic, and professional relationships with customers, franchisees, and various departments within the company—even during tense or dissatisfied situations. **Performance and Results** · Meet established performance indicators (response time, service quality, customer satisfaction level). · Adhere to response time requirements specified in commercial management agreements. · Demonstrate commitment to continuous improvement of individual and team performance. **SCOPE** 1\. Provide remote support via phone call, email, SMS, or WhatsApp. 2\. Address customer inquiries regarding operation and/or maintenance topics. 3\. Follow up on malfunctions reported by customers and/or franchisees. **JOB PROFILE** Academic Background: Hydraulic Engineering, Environmental Engineering, Renewable Energy Engineering, or related field (preferred). Years of Experience: 2–4 years in WWTP operation and preventive/corrective maintenance. Essential Specific Experience: 2–4 years in water treatment plant operation, and preventive, corrective, and predictive maintenance. Experience in customer interaction and public speaking proficiency. 3\. **Technical Knowledge:** · Maintenance management. · Basic interpretation of electrical diagrams. · Basic interpretation of DTIs (Instrumentation and Control Diagrams). · Basic interpretation of architectural drawings. · Proficiency in Microsoft Office suite. 4\. **COMPETENCIES** o Public speaking proficiency. o Customer service orientation. o Adaptability and flexibility. o Time management and organizational skills. o Teamwork. o Technical report writing. o Proactive and dedicated attitude. Employment Type: Full-time Salary: $13,000.00 – $16,000.00 per month Benefits: * Savings fund * Company-provided mobile phone * Grocery vouchers Work Location: On-site employment