Customer Experience Lead
Nacre Capital
Senior Customer Service Associate
ESA - Electronic Security Association
full-time
Posted on:
Origin: • 🇲🇽 Mexico
Visit company websiteJob Level
Senior
About the role
- Serve as the primary customer contact for an assigned portfolio; respond to inbound customer calls and emails regarding order inquiries (ship dates, problems, order changes), repairs, and RMAs.
- Support order processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.
- Assist other customer service associates with administrative duties.
- Communicate and collaborate with Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, and other teams to resolve customer issues.
- Identify and work with the digital team to resolve website-related problems and guide customers on website management best practices.
- Maintain accurate customer records and document all interactions in a CRM system.
- Build business acumen and participate in solving complex problems for customers.
Requirements
- Excellent communication skills, advanced usage of the English language inclusive of written and verbal communication.
- At least 6 months in a similar Customer service position.
- Strong Microsoft Excel skills.
- Ability to analyze issues, identify causes and implement solutions.
- Position located in Querétaro.
- Attention to detail.
- A bias for action.
- Ability to work in a team.
- Commitment to discovering ways to improve service.
- Ability to work with limited direction.
