Summary: The Senior Customer Care Advisor manages complex customer interactions, resolves queries, and supports junior colleagues, ensuring excellence in service delivery. Highlights: 1. Manage complex customer queries and provide personalized attention 2. Support and mentor junior advisors, sharing expertise and best practices 3. Contribute to continuous service improvement and knowledge base accuracy Permanent Regular Job Description: The Customer Care Advisor – Senior is a skilled and experienced service professional responsible for managing a wide range of customer interactions, resolving complex queries, and supporting junior colleagues. This role ensures excellence in care delivery while helping to continuously improve the service experience. The Senior Advisor plays a key part in maintaining customer satisfaction, strengthening the brand relationship, and reinforcing Pluxee’s care values in daily operations. Pluxee is a global player in employee benefits and engagement that operates in 31 countries, hepling companies attract, engage, and retain talent. Powered by over 5,000 engaged team members, Pluxee serves as a trusted partner to over 500,000 customers, 36 million consumers and 1\.7 million merchants worldwide. Conducting its business as a trusted partner for over 45 years, Pluxee has helped make work not just a place to be, but a place to belong. Our Vision is to strengthen our positive impact on all its stakeholders by promoting solidarity, diversity, inclusion, and sustainability, in pursuit of progress for all. Life at Pluxee At Pluxee México we offer our collaborators the possibility of positively impacting people´s lives, the possibility of growing professionally through continuous learning, the invitation to not stand still and adapt to changes. Our collaborative and friendly work team motivates us to give our best.* A meaningful job: build the future of employee benefits and open up a world of opportunities to help people enjoy more of what really matters in their lives. It counts! * An attractive offer: competitive salary, multiple benefits (meal tickets, health insurance, etc...), parental benefits, internal events, and more! * A great culture: we authentically respect and care for our people, embrace new ideas, promote a culture of recognition, value building diverse teams, and care for the planet with our sustainability strategy. Cultural fit At Pluxee we think outside the box! To be successful you will need:* Spirit Tireless: Your energy, giving your best, even in changing and challenging times. * Desire to Add: Propose solutions, be decisive, autonomous and independent. * Teamwork: Your mentality aimed at collaborating and seeking victories together. * Criterion and Knowledge: Your experience and desire to grow. * Adaptable: Availability to work in a hybrid model (4 days in our Mexico City office and 1 day home office). * Oriented towards operational excellence: Find solutions and learn from difficult experiences. Your next challenge RESPONSIBILITIES* Handle customer queries across all channels, including advanced or escalated cases requiring problem\-solving or personalized attention. * Take ownership of end\-to\-end resolution, involving coordination with other departments where needed. * Support junior advisors by answering real\-time questions, sharing expertise, and role\-modelling service excellence. * Identify recurring issues or trends and suggest improvements to procedures or content. * Contribute to the upkeep and accuracy of knowledge base content. * Deliver consistent, brand\-aligned service while balancing efficiency and empathy. * Participate in coaching sessions, quality reviews, and training rollouts. * Act as a culture ambassador, contributing to a respectful, inclusive, and high\-performance care environment. REQUIREMENTS Education* Bachelor’s degree preferred or equivalent experience. Work Experience* 3–5 years of experience in customer care, service centers, or customer\-facing environments. * Proven track record in handling escalations and resolving complex service situations. Other Skills* Strong command of CRM systems and internal tools (e.g., Salesforce). * Advanced written and verbal communication skills. * Customer\-focused mindset with problem\-solving capability. Working Conditions* Hybrid or on\-site model, depending on country rules. * May include shift or peak\-period coverage. TECHNICAL COMPETENCIES* Advanced Service Handling Manages escalations and complex cases with confidence and accountability. * Cross\-Departmental Coordination Navigates internal workflows to deliver resolution beyond frontline scope. * Coaching Support Assists peers by sharing best practices and informal training. * Service Improvement Feedback Identifies gaps in service processes and proactively shares insights. * Knowledge Management Contribution Helps update and validate knowledge base entries and escalation guides. BEHAVIORAL COMPETENCIES* Customer Advocacy Prioritizes customer satisfaction and long\-term loyalty in every decision. * Ownership \& Reliability Demonstrates independence, consistency, and responsibility in workload execution. * Mentorship \& Support Encourages others and helps raise the overall team capability. * Problem Solving Analyzes situations, applies judgment, and delivers effective resolutions. * Professionalism Maintains a calm, respectful tone in all situations—even under pressure. Your location Cuidad de México * ️ Happy at work 1\) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies. 2\) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work\-life balance, new ideas and we have a lot of fun! 3\) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given. “For recruitment, retention, or promotion processes at Pluxee, we do not discriminate based on race, religion, sexual orientation, condition, physical appearance, or socioeconomic status; nor do we request medical certificates for pregnancy or Human Immunodeficiency Virus (HIV).”