Customer Service Specialist

Customer Service Specialist We are seeking a Customer Service Representative to provide exceptional support to our customers. The role involves handling inquiries, resolving issues, and ensuring customer satisfaction through effective communication and problem‑solving. Job Summary The front‑line support within a consumer‑sales focused company, or a B2B service‑focused organization, includes phone‑based support to resolve product issues, answer account and billing questions, and occasionally make new sales. In B2B environments, the CSR works closely with account managers or sales representatives, solves product quality or integration issues, and collaborates with internal teams to meet customer needs. The ideal candidate loves talking to people, proactively solving issues, and converting customers into passionate evangelists. Key Responsibilities Respond promptly to customer inquiries via phone, email, chat, or social media. Provide accurate and knowledgeable information about products, services, pricing, and availability. Resolve customer complaints efficiently and, when necessary, escape complex issues. Maintain detailed records of customer interactions in CRM and ticketing systems. Collaborate with internal departments and teams (Product, Customer Success, Account Management, Supply Chain, etc.) to ensure timely resolution. 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. Manage and document customer cases, updates, and tasks in the ticketing system. Review and process customer forms and documentation. Serve as a subject‑matter expert for designated products and support processes. Bring ideas to the table to improve processes and enhance the customer experience. Qualifications Excellent verbal, written, and interpersonal communication skills. Strong problem‑solving and conflict‑resolution abilities. Empathy, patience, and a customer‑centric mindset. Ability to multitask, organize, and prioritize work in a fast‑paced environment. Proficiency in MS Office and familiarity with CRM tools (e.g., Salesforce, Zendesk). Advanced English proficiency. Excellent phone etiquette. Technical knowledge of SAP/S4, Microsoft Outlook, and Excel (for supply‑chain data management). Education & Experience High school diploma or equivalent (Bachelor’s degree preferred). 1–3 years of experience in customer service or a related field. Bachelor’s degree in business, finance, economics, or a related discipline. Technical Skills Development and support for accounts. Forecasting, updating, and following up with different departments. Specialized supply‑chain data management activities. Managing SAP/S4, Excel, and Outlook. Excellent problem‑solving and high level of attention to detail. Job Location & Mode of Work Job Location: Guadalajara, Mexico Mode of work: WFO (Work From Office) Benefits Food vouchers and private health insurance from day one. Fully paid Monday to Friday training; earn 100% of your salary from day one. Stable schedules with no shift changes every two weeks. Two days off a week. Annual salary increase based on performance. Employment Equity Statement At TATA Consultancy Services we promote an inclusive culture, work for equity and apply principles of gender, disability, LGBTQIA+, religion, race, ethnicity, and more. All opportunities are based on these principles. We think of different actions of inclusion and social responsibility to build a TCS that respects each person. Our motto is “Inclusion without exception”. Join us and become a TCSer #J-18808-Ljbffr