Grouper Customer Experience

Description

Position Summary: We are seeking talent to support customers through digital and telephone channels, managing cases and coordinating with internal departments to resolve incidents. Key Highlights: 1. Professional growth and development opportunities 2. "People First" philosophy for holistic experiences 3. Participation in the digitalization and automation of service workflows Jugos del Valle Santa Clara is the dairy company of Coca-Cola Mexico Industrial Group, delivering wellness, hydration, and nutrition to Mexican families through diverse options, portion sizes, and solutions tailored to varying tastes, needs, and lifestyles. We seek talent interested in maximizing their capabilities and learning about—and contributing to—our comprehensive Value Proposition. Our core pillar is the "People First" philosophy, enabling holistic and unique experiences that integrate each team member’s personal life stage and professional career phase. *Join our Team!* **Location:** Santa Fe Corporate Office, CDMX. **Experience in:** * Handling and resolving customer inquiries and complaints via digital and telephone channels. * Case management and coordination with internal departments to resolve incidents. * Use of CRM platforms or ticketing systems to track customer interactions. * Analysis of customer feedback to improve processes and products. **Technical Knowledge:** * Proficiency in CRM systems, chatbots, and/or omnichannel support tools. * Intermediate/advanced Microsoft Office Suite, with emphasis on Excel and data handling. * Customer experience metrics (NPS, CSAT, response times) and their interpretation. * Quality management processes in customer service and personal data protection regulations. **Key Responsibilities:** * Respond to customer inquiries, complaints, and requests via phone, email, chat, and social media, ensuring timely and empathetic first responses. * Log, categorize, and track cases in the CRM until resolution; escalate when necessary, providing evidence and proposed solutions. * Coordinate with Quality, Logistics, Production, and Sales departments to resolve incidents related to products, delivery, or billing. * Monitor service metrics (response time, first-contact resolution rate, CSAT) and generate periodic reports for continuous improvement. * Analyze customer trends and feedback to propose corrective actions enhancing user experience. * Participate in projects focused on digitalizing and automating service workflows, integrating chatbots, and improving service scripts. * Ensure compliance with personal data protection policies and internal procedures for handling customer information. * Train and support new team members on processes, tools, and best practices in customer service. **Competencies:** * Effective Relationship Building * Customer Orientation * Decision Making **Education:** Bachelor’s degree in Administration, Communications, Customer Service, Business, or related fields. Technical education with proven relevant experience may be considered as a key alternative. **Our Value Proposition:** *Competitive salary plus benefits exceeding statutory requirements.* *Professional growth and development opportunities.* Department Commercial Position Commercial Locations Santa Fe Corporate Office Employment Type Full-time Contact Danae Soto, Corporate Talent Attraction Executive – Human Resources