Description
primary responsibilities
confers with internal and/or external customers to provide information about products and/or services such as processing, customer request, obtaining detailed complaints reports over the phone, email, live chat, social media or other methods of communication.
Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely and assuring customer understanding
ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer request inquiries and complaints
document customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken to include adverse events.
Provides prompt and accurate service to promote customer loyalty
obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to product or service and/or in follow up to customer inquiry.
Resolves escalated contacts appropriately
process promotions, rewards and loyalty referrals in interaction with customers
act as liaison with social media representatives and agency partners for social media escalation
handles contacts via multiple channels and/or brands
qualifications
2. Experience
experience working in a shared services or global capability center environment preferred.
Strong business acumen, ideally within food&beverage or fmcg industries;
2+ years consumer service representative.
Experience in a contact center preferred.
Salesforce experience preferred.
3. Skills
ms office – usage of ms systems (outlook, word, excel, ppt)
customer service mindset.
Continuous improvement mindset.
3. Language
english proficiency – must have c1 or equivalent. Excellent grammar and communication skills.
French proficiency – nice to have – b2 or equivalent.
Location(s)
mexico city - antara tower a - 5th floor - local office
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