Customer Service Agent

Description

Summary: Customer Support Agent responsible for providing quality and efficient customer support through various communication channels and tasks. Highlights: 1. Opportunity to work in a high-performing and motivated workgroup 2. Engage in problem-solving in a creative and analytical environment 3. Develop strong communication and project management skills **ON\-SITE Position** **Location: Sonata, Lomas de Angelopolis II. Puebla** **Rotating Shifts** Overview: Customer Support Agent is responsible for providing quality and efficient customer support to customers through quality phone calls and tickets daily, as well as various tasks assigned to the agent. **General Accountabilities** * Maintains daily communication with the team and hits productivity standards. * Receive incoming customer calls, emails, and create tickets for Requests. * Responds to High and Critical priority tickets/projects according to standard operating procedures. * Serve as initial responder within the hosted environment in the notification, identifying, an documenting the information. * Assists the manager with daily operation of the Customer Support Center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs. * Provide remote support via a combination of telephone and remote support tools. * Take deliveries from vendors, process and scan packing slips. * Communicate (both verbally and in writing) with customers in a formal and professional manner. * Create and manage the lifecycle of ticket requests in the company’s ticketing system. * Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to follow the proper procedures. * Ensure escalations are handled in a professional, consistent, and relentless manner. * Adhere to the Customer Support Center Ops Manual. **Job Qualifications** **Education** * High school graduation, or its equivalent **Experience:** * Customer Service experience. **Skills** * Excellent verbal and written communication. * Excellent meeting facilitation skills, including teleconference and web conference. * Excellent project management and time management skills. * Ability to contribute to a high\-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals. * Ability to work creatively and analytically in a problem\-solving environment. * Good performance management skills including feedback techniques. * **Fluent English language skills required. Interviews will be conducted in English.** **Job Perks and benefits:** The benefits program includes benefits per law (Social security, retirement and other specified by Mexico Labor Law) and additional benefits to complement your needs (insurance, food vouchers, saving fund, etc.) \-Competitive salary \-Long term assignment hired directly by us. \-100% payroll scheme Tipo de puesto: Tiempo completo, Por tiempo indeterminado Sueldo: A partir de $10,000\.00 al mes Beneficios: * Opción a contrato indefinido * Programa de referidos * Seguro de gastos médicos * Seguro de gastos médicos mayores * Seguro de la vista * Seguro dental * Seguro de vida * Vales de despensa Pregunta(s) de postulación: * ¿Disponibilidad para trabajar en sitio? Idioma: * Inglés (Obligatorio) Lugar de trabajo: Empleo presencial