Summary: This role provides hands-on support to consumers for multiple brands, resolving escalated requests and enhancing customer satisfaction. Highlights: 1. Serve as primary contact for escalated requests in a Global Capability Center 2. Maintain product knowledge and provide consultative support 3. Proactively improve processes and resolve consumer complaints **All Posting Locations:** Ciudad de México, Distrito Federal, MX **Job Functions:** Global Business Services **Date Published:** January 20, 2026 **Ref\#:** R\-99511 ABOUT THE ROLE Job Description **Position Overview** The **Sr**. **Customer Support Representative** role serves primary contact to resolve escalated request within our Global Capability Center (GCC) in Mexico City, providing hands\-on support to our consumers contact for multiple brands / channels **Primary Responsibilities** * Establishes and maintains a well\-rounded knowledge base of all team products/services * Provides timely and effective coaching and feedback * Provides consultative support to the team and client representatives * Identifies and observes trends and takes appropriate action to resolve * Proactively generates ideas to improve the account process, technology, and/or reduce consumer complaints * Handles customer contacts via social media, chat, phone or email as needed to support the account. * Works with internal/external departments to update and modify the program(s) database, scripting, enclosures and reports to increase productivity and ensure that quality and accurate information is available. * Provides guidance and database expertise for new process changes. * Assists with the development and facilitation of training and/or training materials. * Serves as resource for program product knowledge and systems information and recommends corrective resolution to address specific issues/questions/customer complaints. * May serve as SME for CRM and Telephony. * Performs administrative duties such as report generation and team documentation as assigned **Qualifications** 2\. Experience * Experience working in a shared services or Global Capability Center environment preferred. * Strong business acumen, ideally within Food\&Beverage or FMCG industries; * 2\+ years consumer service representative. * Experience in a contact center preferred. * Salesforce experience preferred. 3\. Skills * MS Office – usage of MS systems (Outlook, Word, Excel, PPT) * Customer service mindset. * Continuous improvement mindset. 3\. Language * English proficiency – must have C1 or equivalent. Excellent grammar and communication skills. * French proficiency – nice to have – B2 or equivalent. Location(s) Mexico City – Antara Tower A – 5th Floor – Local Office **Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes****.**