Contact Center Executive

Description

Job Summary: We are seeking a passionate Contact Center Executive with strong analytical skills and a commitment to maintaining operational continuity in a dynamic, goal-oriented environment. Key Highlights: 1. Join the team driving the future of digital payments in Mexico 2. Collaborative and dynamic work environment 3. Solve technical challenges in real time **Join the team driving the future of digital payments in Mexico!** At Smart Payment Services — a 100% Mexican company specializing in payment solutions delivered through our innovative SaaS platform — we aim to sustain our operational excellence by integrating brilliant minds who share our passion for innovation and teamwork. We invite a technology-driven professional with strong analytical capabilities and a commitment to sustaining our operations for the position of **Contact Center Executive**. We operate at a dynamic pace and are fully goal-oriented. If you are proactive and enjoy solving technical challenges in real time, we want to meet you! **What profile are we looking for?** High school diploma or completed bachelor’s degree (or current student). **Experience** Minimum 1–2 years in service areas: Help Desk, Service Desk, Contact Center, call center, etc. **Mandatory knowledge:** First-level support for internal and/or external customers. Basic knowledge of point-of-sale systems and terminals. Proficiency in Windows operating system. Basic Excel skills. CRM experience (Salesforce preferred). Strong analytical ability, sense of urgency, drive, and strategic thinking. **What do we offer you?** Monthly salary of $13,000 MXN. Collaborative and dynamic work environment. **Your key responsibilities:** 1. Receive Service Desk interactions and deliver exceptional service with courtesy and professionalism. 2. Log all interactions by generating a ticket in the relevant platform. 3. Address tickets registered by customers via the platform or sent by email. 4. Understand and execute the process assigned to you. 5. Provide first-level support for defined cases. 6. Analyze and escalate incidents and requests outside the Contact Center’s scope. 7. Track requests and/or incidents until resolution. 8. Confirm ticket closure with the customer. 9. Escalate incidents not resolved within agreed service levels. 10. Protect confidential information, including the company’s and customers’ intellectual property. 11. Safeguard company assets, including any equipment under your responsibility (computers, terminals, software, etc.). 12. Comply with applicable policies and standards for your area of responsibility. 13. Maintain up-to-date knowledge of processes and technologies relevant to your area of responsibility. Work location: Insurgentes Sur Work arrangement: On-site Working hours: 2:00 PM – 10:00 PM — 100% on-site, with one day off per week. *"Our selection processes are based solely on candidates’ competencies and potential. We value diversity and foster an inclusive, non-discriminatory workplace."* Salary: $12,000.00 – $13,000.00 per month Workplace: On-site employment