Grouper Customer Experience

Description

Job Summary: We are seeking talent for a customer service and incident management role, focused on continuous improvement and user experience. Key Highlights: 1. Opportunities for growth and professional development 2. "People First" philosophy for holistic and unique experiences 3. Capability development within a strong Value Proposition Jugos del Valle Santa Clara is the dairy company of Coca-Cola Mexico’s Industrial Division, 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 eager to maximize their capabilities and become actively engaged in our strong Value Proposition. Our core pillar rests upon 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 Required 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. * Microsoft Office Suite (intermediate/advanced), with emphasis on Excel and data handling. * Customer experience metrics (NPS, CSAT, response times) and their interpretation. * Quality management processes in customer service and regulations on personal data protection. **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, with supporting evidence and proposed solutions. * Coordinate with Quality, Logistics, Production, and Sales teams to resolve incidents related to product, 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 digitalization and automation initiatives for support workflows, chatbot integration, and script optimization. * 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 experience is also considered highly relevant. **Our Value Proposition:** *Competitive salary plus benefits exceeding statutory requirements.* *Opportunities for growth and professional development.* Department Commercial Position Commercial Locations Santa Fe Corporate Office Employment Type Full-time Contact Danae Soto, Corporate Talent Attraction Executive – Human Resources