Customer Support Representative

You will interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. Assists with complaints, errors, account questions, troubleshooting, billing, refunds, cancellations, and other queries.

This is a Temporary position.

**Responsibilities**
- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly
- Escalate customer’s issues to Customer Support Management to find solutions and resolve matters
- Forward escalated issues to supervisors
- Thoroughly and effectively gather customer information, access and fulfill customer needs, and educate the customer where applicable to prevent the need for future contacts
- Provide quality service and support in a variety of areas, including, but not limited to: billing, refunds, cancellations, troubleshooting, feedback, etc
- Maintain a balance between company policy and customer benefit in decision making
- Handle issues in the best interest of both the customer and the company
- Other duties as assigned

**Requirements**:

- 1-3 years experience in web-based customer service preferred
- Proficiency in reading, writing, and speaking English (B2-C1)
- High School diploma or equivalent
- Knowledge of customer service ethics, principles, and procedures
- Proficiency in administrative and documentation procedures
- Typing speed of 50 WPM
- Knowledge of Zendesk or other web-based CRM (customer relationship management) software
- Excellent computer skills including:

- Microsoft Office Suite
- Google Docs and Google Sheets
- MAC OS
- Ability to confidently navigate the internet
- Basic troubleshooting skills

**Benefits and compensation**
- Competitive salary and comprehensive benefits.
- 100% of salary registered at IMSS (as it should be).
- 15-day Christmas Bonus
- Retirement housing and social security are of course included within the 100% registry of IMSS.
- Private Minor and Major Medical Insurance with $20,000,000 MXN in coverage for you and your direct family.
- Life and Disability Insurance (Up to $2,000,000 MXN).
- 12 vacation days since the first year of employment
- Gym membership sponsorship for yourself and your significant other (with Indefinite Contract)
- Savings Fund with 100% company-match policy (with Indefinite Contract)
- Personal Savings Plan (Caja de Ahorro) set up by the company
- Ability to work remotely.
- Medical Travel insurance for any emergency while abroad for you and your family.
- Great work environment / relaxed atmosphere.
- Increased benefits as more people join our company.

**Job Types**: Temporary, Permanent
Contract length: 1-3 months

Pay: $10,000.00 - $15,000.00 per month

Work Location: In person

Application Deadline: 11/10/2024