At Blue Phoenix Brands, we specialize in incubating and growing iconic brands. We currently manage over 16 brands and hundreds of products in our catalog. We are experiencing rapid growth and are now seeking to hire a **Customer Service – E-commerce** professional to serve as the primary point of contact between Blue Phoenix Brands’ brands and their customers—delivering close, efficient, and solution-oriented support in every interaction. This role aims to ensure an outstanding customer experience throughout the entire purchase and post-purchase journey, proactively resolving inquiries, requests, or issues. The role combines daily operational execution with a mindset focused on continuous service improvement. **Responsibilities:** * Monitor the performance of virtual agents and AI-powered customer service tools, evaluating response quality, tone, consistency, and usefulness. * Study and master the functionality, usage, and benefits of all Blue Phoenix Brands’ products, as well as key campaign or seasonal information. * Respond to and follow up with customers across all active channels (website, marketplaces, social media, etc.), ensuring optimal response times and brand-aligned tone. * Address general and specific product-related questions, supporting purchasing decisions for both new and returning customers. * Provide clear, empathetic, and efficient solutions to issues related to logistics, shipping, refunds, billing, or any friction points in the purchasing process. * Coordinate with internal and/or external warehouses to ensure accurate order processing, shipping, replacements, and post-sales tracking. * Operate e-commerce platforms (e.g., Amazon, Mercado Libre, Shopify, and other websites) to review orders, apply discounts, process cancellations, and perform other related tasks. * Identify recurring customer issues or questions, documenting them to improve processes or develop internal resources. * Collaborate with other departments (logistics, marketing, product) to ensure consistency in the customer experience. * Assume any additional responsibilities that contribute to achieving departmental goals and enhancing customer satisfaction. **Requirements:** * Completed Bachelor’s degree in Marketing, Business Administration, or related field. * Prior experience managing e-commerce platforms such as Shopify, Amazon, Mercado Libre, etc. (or similar) is desirable. * Experience managing personnel. * Basic knowledge of logistics processes and order tracking. * Excellent writing skills (strong coherence) and spelling. * Proficiency in customer service tools (WhatsApp Business, email, direct messages, etc.). **Soft Skills:** * High empathy and creativity in problem-solving. * Strong organizational, follow-up, and task-prioritization abilities. * Critical thinking. Why Join Us? * Challenging, stimulating, and rewarding work. * An open, flexible, and growth-oriented organizational culture. * Opportunity for long-term salary or fee increases. * Potential for career advancement within the company. * Openness to idea contribution. Details: * Villa Universitaria, Zapopan, Jalisco (near Estadio 3 de Marzo). * Schedule: Monday to Friday, 9:00 AM – 6:00 PM. * On-site position. Employment Type: Full-time, Indefinite Term Salary: MXN $17,000.00 – $18,000.00 per month Work Location: On-site