Vacante para la empresa hrpv human resources puerto vallarta en guadalajara, jalisco
this position is on-site.
this is a fully bilingual position.
if you are interested, send your resume in english today. We can schedule an interview right away!
requirements
* advanced english proficiency (b2-c2).
* excellent verbal and written communication skills.
* previous experience in a similar role is preferred.
* familiarity with crm systems is desirable.
* proficiency in microsoft office.
benefits
* competitive salary of 13,000 mxn to 15,000 mxn after taxes based on your skills and proficiency.
* mexican law benefits (imss, paid vacations, christmas bonus).
* therapist available for monthly mental health sessions, supporting your well‐being.
* performance‐based salary increases.
* discount program for cafes, gyms, spas, and more.
* fixed 8‐hour shift, monday to friday (no campaign work).
* 100% paid training from day one.
* opportunities for growth as hrpv continues expanding.
hrpv keeps growing, join us!
please have these documents ready to speed up your process: rfc (constancia fiscal *), proof of address, valid official identification, curp, and nss (no. Imss).
nível de educação deseada: media superior
nível de experiência deseada: nível medio
función departamental: atención al cliente
industria: servicios jurídicos / leyes y derecho
we're hiring! At cognizant
at cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A great place to work where we look for people who contribute new ideas, experiencing a dynamic and growing environment.
at cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #welcometocognizant!
role overview
the process executive - service delivery (ioa) will be responsible for delivering high‐quality customer support across inbound and outbound voice, chat, and email channels. The role requires strong communication skills, customer‐centric behavior, and adherence to cognizant compliance and service delivery standards in a 24/7 environment.
key responsibilities
* handle incoming and outgoing customer interactions via voice, chat, and email.
* resolve customer queries accurately within defined slas.
* document interactions correctly in crm/ticketing systems.
* adhere to schedule, quality standards, and information security policies.
* meet individual and team performance benchmarks defined by the process.
* participate in training, calibrations, and continuous improvement initiatives.
operational metrics knowledge
* average handling time (aht)
* service level (sl)
* first contact resolution (fcr)
* quality scores
* customer satisfaction (csat)
* schedule adherence
* productivity / utilization
required experience & skills
* 0-3 years of experience in contact center / bpo operations
* strong proficiency in mexican spanish (native or near‐native) and b2/b1 level english proficiency; excellent verbal and written communication.
* experience supporting inbound and outbound voice, chat, and email processes
* working knowledge of crm tools and basic systems navigation
* strong customer focus, problem‐solving, and multitasking skills
shift requirements
willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work from office.
cognizant competencies
* client centricity
* execution excellence
* accountability & ownership
* compliance & risk awareness
why cognizant?
improve your career in one of the largest and fastest growing it services providers worldwide. Receive ongoing support and funding with training and development plans. Have a highly competitive benefits and salary package. Get the opportunity to work for leading global companies.
we are committed to respecting human rights and build a better future by helping your minds and the environment. We invest in people and their wellbeing. We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.
at cognizant we believe than our culture make us stronger! Join us now! #becognizant #intuitionengineered
cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
job summary
this role is responsible for acting as the point of contact for addressing basic customer concerns while managing records of all interactions to share insights with the internal teams. The role collects and analyzes customer feedback, escalates complex issues, and assists the team in identifying opportunities for cross‐selling or upselling. The role follows standard procedures while adhering to legal and ethical standards and undergoes training to enhance skills.
responsibilities
* assists in developing and implementing customer engagement plans aligned with the organization's goals and objectives.
* responds to customer inquiries, feedback, and complaints promptly and keeps clients informed of the organization's offerings and ongoing promotions.
* utilizes crm software to track customer interactions, update profiles, and manage leads or opportunities.
* identifies opportunities to cross‐sell or upsell additional products or services to existing customers.
* gathers and analyzes customer feedback to identify areas for improvement and collaborates with internal teams to implement changes based on customer input.
* communicates order and delivery status to customers and channel partners in a clear and timely manner.
* escalates complex or unresolved issues to higher‐level customer engagement managers or relevant internal teams for resolution.
* undergoes training and development to gain a better understanding of customer engagement processes and best practices.
* ensures that customer engagement practices comply with relevant regulations, including data privacy laws.
education & experience recommended
* four‐year degree in business administration, economics, sales, marketing, or any other related discipline or commensurate work experience or demonstrated competence.
* typically has 0‐2 years of work experience, preferably in customer relationship management (crm), customer service, customer experience management, account management, or a related field.
* english comprehension, portuguese desirable.
preferred certifications
* certified sales operations professional (csop)
cross‐org skills
* effective communication
* results orientation
* learning agility
* digital fluency
* customer centricity
impact & scope
impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.
customer support representative
helpware is a technology‐driven company with a global presence across several countries, including the usa, ukraine, mexico, germany, albania, poland, puerto rico, and the philippines. We specialize in offering top‐notch customer experience and operational support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting‐edge solutions, and advanced technologies to provide the highest value.
responsibilities
* become an expert on the product, knowing all the specifics of its functioning.
* address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps.
* maintain a positive, empathetic, and professional attitude toward customers at all times.
* work on creating, updating, or adjusting customer accounts by documenting personal information.
* collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties.
* document and track customer interactions, issues, and resolutions in crm, online tools, and cloud‐based platforms.
* process and prepare information for auditing and reporting purposes.
* update internal and customer‐facing knowledge bases.
* convert clients' feedback into feature requests for the development of the product.
* escalate unresolved issues to tier 2 support or relevant departments while maintaining ownership of the case until resolution.
* effectively communicate technical information to non‐technical users.
* stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps.
* other related tasks assigned by managers of the clients and/or
requirements
* b2 english
* customer service experience
* to live within guadalajara's metropolitan zone
responsibilities (generic)
* engage with customer sales support team to create customer portal set‐up.
* deal creation with the set of products agreed with the customer.
* update price inside the deal in eclipse tool.
* create customer configuration in occ based on the customer requirement.
* create separate portal for dedicated stakeholders on hp2b tool.
* create user set‐up to login to store.
* create customer catalogue based on sales contract information.
* set‐up individual contract on customer portal.
* create quote (manual/portal) and favourites based on the customer interest.
* maintain catalog quality.
education and experience required
* bachelor's degree or equivalent education qualification required.
* typically 2+ year's experience specifically in business / sales operations
salary
from $16,* per month
education
bachelor's (preferred)
experience
customer sale support: 1 year (preferred)
language
english (preferred)
ability to relocate
guadalajara, jal. Relocate before starting work (required)
work location
in person
change the future with us!
we are looking for dedicated and talented professionals who tackle ever‐changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds re‐inventing the future of work. Join us and let us focus together on what's truly important: making lives better with new ideas and the latest technology around the world. Included in the scope of this role:
key responsibilities
* ability to prioritize the daily workload of internal & external customer inquiries, including recognizing urgency and acting accordingly.
* this includes constant collaboration with sales organization.
* execution of all transactions with accuracy and speed as per kpi definitions and requirements.
* manage urgent orders and back‐order report.
* provide user support on siemens online catalog and ordering platform.
* monitor and expedite orders.
* support the personalized service model by building relationship with assigned zones, territory managers and customer base.
* research issues and questions using available information and resources, while able to work cross‐functionally for sake of process improvement and problem resolution.
* identify, redirect and/or elevate problems to appropriate resources per customer support procedures.
* including but not limited to customer contact information, support provided, product detail, and resolution.
* work with 3rd party suppliers on order execution, returns, customer inquiries, product selection and timely order status resolution.
* monitor and support on‐line real time chat requests.
* ability to support ad‐hoc customer support‐related tasks not listed above.
education, knowledge, skills, and abilities
* associate's degree in related discipline is preferred.
* 2+ years of practical customer support experience.
* strong verbal and written communication skills: fluent english required both verbal and written.
* sap experience strongly desired.
* salesforce experience strongly desired.
* working knowledge of microsoft office.
* high level of accuracy and attention to detail.
* demonstrated ability to address customer inquiries/escalations.
* demonstrated logical reasoning, situational and time management while presenting a positive attitude with customers and co‐workers.
* high level of professionalism and excellent customer service skills.
* must be a self‐starter and work independently of immediate supervision.
equal employment opportunity statement
arrow is an equal opportunity employer. All applicants will be considered for employment without attention to religion, gender identity, age, sexual orientation, gender identity or national origin. (eeo policy mexico)
arrow electronics, inc.'S policy is to provide equal employment opportunities to all qualified employees and applicants without regard to race, color, religion, age, sex, marital status, gender identity or expression, sexual orientation, national origin, disability, citizenship, veran status, genetic information, or any other characteristics protected by applicable state, federal or local laws. Our policy of equal employment opportunity and affirmative action applies to all employment decisions personnel policies and practices, or programs.
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