Us Federal Customer Engagement Mgmt And Helpdesk

Discover how a career with the FBI allows you to protect and serve at the highest level. Do YouHave What It Takes? Explore Opportunities to Turn Your Potential into Action. Learn More. Overview We are looking for a Customer Service professional to provide exceptional support to our customers. The role involves handling inquiries, resolving issues, and ensuring customer satisfaction through effective communication and problem-solving. Location: Guadalajara, Jalisco, Mexico. Mode of work: WFO. Responsibilities Maintaining a positive, empathetic and professional attitude toward customers at all times. Responding promptly to customer inquiries. Communicating with customers through various channels. Acknowledging and resolving customer complaints. Knowing our products inside and out so that you can answer questions. Processing orders, forms, applications, and requests. Keeping records of customer interactions, transactions, comments and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Managing a team of junior customer service representatives. Ensure customer satisfaction and provide professional customer support. Communicate with customers via phone, email and chat. Provide knowledgeable answers to questions about product, pricing and availability. Work with internal departments to meet customer\'s needs. Data entry in various platforms. Maintain detailed records of customer interactions in CRM systems. Collaborate with internal teams to ensure timely resolution of customer concerns. Identify opportunities to improve customer experience and suggest process enhancements. Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores. Triage incoming requests and support tickets, prioritizing and allocating resources efficiently. Coordinate scheduling and support activities with cross-functional teams, including applications engineers, as required. Conduct follow-ups to confirm resolution and customer satisfaction. Create, update, and maintain internal documentation such as SOPs, FAQs, and troubleshooting guides. Work cross-functionally with engineering and sales teams to deliver a seamless customer experience. Senior / Specialized Roles Our client is seeking an experienced Senior Customer Service Associate to support customer operations and serve as a key liaison between customers and internal applications engineering teams. This role includes managing escalations, coordinating resources, and ensuring high-quality service. Qualifications At least 1–3 years of relevant work experience (some sections mention 7–10 years for senior roles; reference the relevant position). Excellent phone etiquette and excellent verbal, written, and interpersonal skills. Ability to multi-task, organize, and prioritize work. Proficiency in MS Office and familiarity with CRM tools (e.g., Salesforce, Zendesk). High level of empathy and patience when dealing with customers. Strong problem-solving and conflict-resolution abilities. Education: High school diploma or equivalent; Bachelor’s degree preferred for some roles. Education & Experience High school diploma or equivalent (Bachelor’s degree preferred). 1–3 years of experience in customer service or a related field. Call Center Customer Service Representative The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists. Responsibilities Communicate with customers via phone, email and chat. Provide knowledgeable answers to questions about product, pricing and availability. Work with internal departments to meet customer\'s needs. Data entry in various platforms. Qualifications At least 1 year of relevant work experience. Excellent phone etiquette and excellent verbal, written, and interpersonal skills. Ability to multi-task, organize, and prioritize work. Our client is seeking an experienced Senior Customer Service Associate to support customer operations and serve as a key liaison between customers and internal Applications Engineering teams. This role is critical to ensuring high-quality service delivery, efficient case management, and consistent customer satisfaction. Note: The description may contain multiple references to similar roles; ensure alignment with the specific opening in Guadalajara, Mexico when applying. #J-18808-Ljbffr