Client services support
we are currently seeking an experienced professional to join our team in the role of client services support.
* develop required product and customer journey knowledge to support end to end resolution of customer enquiries.
* support customers through difficult situations such as challenging inquiries/complaints utilizing negotiation skills while following guidelines to satisfy the customer.
* think laterally beyond procedures to resolve issues ensuring service tats are met, leading to better customer relationships.
* strong interpersonal, influencing and communication skills.
* strong organizing and time management skills.
* can work independently and quickly, with good attention to detail and solutions oriented.
* self‑motivated with initiatives to take on new and additional responsibilities.
* fluent in english.
* own and manage escalated customer concerns and complaints for the team.
* demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers.
* understand and translate the immediate business/function strategy into actions for your team.
* work independently with minimal supervision.
* good on ms excel and able to support on different mis.
* ability to write business letters and reports.
at hsbc we offer our colleagues a greater number of days, so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in mexico, now you have one more reason to be hsbc and proudly live a culture of well‑being, balance and care.
issued by hsbc electronic data process mexico private ltd
quality assurance specialist
responsibilities include enhancing the qualitative performance of designated resources, identifying improvement areas, devising individual plans to improve understanding of processes, communication, and all aspects outlined in the quality monitoring criteria.
* pinpoint areas for service delivery improvement by effectively managing communication and work tools thereby enhancing resource efficiency.
* regularly schedule and conduct structured coaching sessions with agents monitoring their progress systematically.
* ensure identification and remediation of knowledge gaps among individuals mitigating risks associated with inadequate expertise.
* manage reports addressing non‑compliance areas and arranging customized training sessions to rectify knowledge and skill deficiencies among assigned resources.
* evaluate interactions between assigned resources and customers, assessing agent performance regarding service quality across all channels using provided evaluation forms.
* facilitate knowledge dissemination within the team and provide supplementary support to subject matter experts and supervisors.
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.
operations specialist
we are excited to expand our team as we launch our new office in guadalajara and are looking for individuals with strong customer support experience. As an operations specialist, you will play a key role in onboarding workers into temporary roles within sectors such as manufacturing, logistics, and warehousing.
* work closely with the territory operations team to understand each customer’s unique needs.
* communicate with users on the app to effectively fill open positions.
* write and post job descriptions on job boards, social media, and other relevant platforms.
* make a high volume of calls to workers across different time zones to ensure shift coverage while maintaining a positive and persistent approach.
* be adaptable to be placed where there is demand, with little downtime.
* thrive in a fast‑paced, results‑driven environment where quick decision‑making and adaptability are crucial.
customer support specialist
we are looking for a proactive and empathetic customer support specialist to join our growing team.
* act as the primary point of contact for customer support, delivering top‑tier service across all communication channels.
* manage incoming support requests through zendesk, ensuring timely and accurate responses.
* handle phone inquiries in a professional manner, providing clear and helpful guidance.
* develop and maintain a strong understanding of our services to offer accurate information and solutions.
* escalate technical or complex issues to the appropriate internal teams when necessary.
* maintain detailed and organized documentation of customer interactions and resolutions.
* 2+ years of experience in customer support, client services, or similar roles.
* experience using zendesk (or similar ticketing systems) is a strong plus.
* excellent communication skills in english (written and verbal).
* very tech‑savvy.
* empathetic and patient, with a problem‑solving mindset and customer‑first attitude.
* comfortable navigating tools such as google workspace and crm platforms.
* strong attention to detail and ability to document support activities clearly.
* year‑end bonus (aguinaldo): 30 days.
* savings fund: 10% (capped at 1.3 umam).
* grocery vouchers: 10% of base salary (capped at $1,* mxn).
* life insurance: coverage of $200,000 mxn.
bilingual customer support
job title: bilingual customer support. Location: guadalajara (on‑site). Salary range: $14,000‑$16,000 mxn/month.
* handle customer calls efficiently and professionally, providing accurate solutions to inquiries.
* maintain detailed and accurate records of all customer interactions and resolutions.
* assist customers with troubleshooting, guiding them through necessary steps.
* work collaboratively with other departments to elevate and resolve complex issues.
* uphold a professional, courteous demeanor at all times.
* proficiency in both spanish and english (verbal and written).
* excellent communication and problem‑solving skills.
* strong attention to detail and ability to manage multiple tasks.
* prior experience in customer service or call support roles is preferred.
* ability to work in a dynamic and fast‑paced environment.
* experience in marketing and social selling is a plus.
customer support associate – customer success
* answer basic customer technical support requests.
* troubleshoot errors to provide customers with possible solutions.
* create new users, reset user passwords, and update user profiles.
* triage customer support requests to applicable team members as necessary.
* extract product and packaging specification data from word, excel, and pdf documents.
* create best practices for future customer support team members.
* complete ad‑hoc tasks to support project managers and business analysts for customer accounts.
* bachelor's degree, which may demonstrate more advanced computer skills, communication abilities and possible industry knowledge.
* entry‑level customer service associates should complete several months of on‑the‑job training to learn how best to interact and help customers.
* experienced customer service associates may benefit from some on‑the‑job training to better learn the specificities of their new role and company.
* 1–3 years of customer support experience required, ideally within manufacturing or tech industries.
* saas, consumer goods, food & beverage, packaging or supply chain experience required.
* com knowledge preferred but not required.
* be an active learner.
* desire to dive head first into an early‑stage technology environment.
* attention to detail.
* highly accountable.
* time management with respect to managing multiple projects at once.
* fast learner, team player, can‑do attitude, highly organized, execution‑oriented, problem solver.
* positive and inquisitive attitude.
customer support – govos
* respond to support requests escalated from tier 1 from end users having issues with software and hardware devices.
* be proactive and manage incidents from beginning through final resolution.
* maintain a high degree of customer service for all support queries and adhere to all service management principles.
* log all requests and incidents in the call tracking system (service cloud).
* escalate unresolved issues and ask for help from senior members of the team.
* contribute to the overall team effectiveness and knowledge by sharing diagnostic advice and procedures with other support techs.
* at all times remain professional and focused on the highest degree of customer satisfaction.
* office hours range from 7 am to 7 pm in guadalajara, mx and periodic assignments outside of normal office hours.
* other duties as assigned.
* at least 3 years of support experience.
* experience supporting hardware including desktops, printers, scanners.
* database experience sql or mysql.
* xml.
* effective communication (verbal and written).
* a+ certification or equivalent experience.
* hands on experience working with and supporting the following products and tools: anti‑virus software, microsoft office products, ticketing system (i.e., salesforce, servicecloud) a plus, general system administration, experience with basic network troubleshooting.
customer service representative – helpware
* interact with customers to provide information in response to inquiries about products and services.
* handle and resolve complaints as needed.
* check to ensure that appropriate changes were made to resolve customers' problems.
* keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
* resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills.
* complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
* refer unresolved customer grievances to designated departments for further investigation.
* determine charges for services requested, collect deposits or payments, or arrange for billing.
* contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
* order tests that could determine causes of product malfunctions.
* obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
* review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims.
* review insurance policy terms to determine whether a particular loss is covered by insurance.
* compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services.
* recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
* maintain service contracts by scheduling service appointments with customers.
* schedule and coordinate all service/emergency calls as calls are received.
* respond to all messages left overnight.
* 6 plus months of experience in customer service related field.
* microsoft office skills.
* communication, written – ability to communicate in writing clearly and concisely.
* communication, oral – ability to communicate effectively with others using the spoken word.
* accountability – ability to accept responsibility and account for his/her actions.
* customer oriented – ability to take care of the customers' needs while following company procedures.
* working under pressure – ability to complete assigned tasks under stressful situations.
* problem solving – ability to find a solution for or to deal proactively with work‑related problems.
* detail oriented – ability to pay attention to the minute details of a project or task.
* active listening – ability to actively attend to, convey, and understand the comments and questions of others.
* sales ability – ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.
* organized – possessing the trait of being organized or following a systematic method of performing a task.
* friendly – ability to exhibit a cheerful demeanor toward others.
* honesty / integrity – ability to be truthful and be seen as credible in the workplace.
* assertiveness – ability to act in a self‑confident manner to facilitate completion of a work assignment or defend a position or idea.
* accuracy – ability to perform work accurately and thoroughly.
customer support specialist
* establishes and maintains the customer order management system.
* receives orders and conducts pre‑audits to ensure order accuracy.
* sends back orders/contracts as necessary.
* tracks order status and signature confirmation to ensure timely delivery.
* coordinates delivery of orders.
* verifies invoices and arranges billing to expedite receipt of payment.
* provides sales support and completes tasks such as inventory checks, quotation and customer reception as needed.
* performs other customer support related tasks as required.
* travels as assigned; annual travel to china required.
* bachelor's degree in international trade, marketing, business or similar field preferred.
* relevant experience in foreign trade or import‑export companies preferred.
* excellent verbal and written communication skills, proficient in english.
* maintains composure under pressure in a fast‑paced work environment.
* proven time management, problem‑solving and organizational abilities.
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