Bilingual Customer Service Representative

hace 5 días

Guadalajara, Jalisco, México Nextiva A tiempo completo
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Bilingual Customer Service Advocate. As a key member of our customer experience team, you will be responsible for providing exceptional support to our clients, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities
  • Provide timely and effective support to clients via phone, email, and chat, resolving issues and answering questions in a professional and courteous manner.
  • Utilize in-depth knowledge of our products and services to drive adoption and utilization, ensuring clients achieve maximum value from our solutions.
  • Identify opportunities to upsell and cross-sell related products, increasing revenue and driving business growth.
  • Collaborate with internal teams, including Marketing, Sales, and Professional Services, to ensure seamless customer experiences.
  • Analyze customer health metrics and develop strategies to improve adoption and retention.
  • Employ multi-channel communication strategies to engage with clients, leveraging video, email, phone, and other touchpoints.
  • Contribute to lifetime revenue expansion by identifying upsell opportunities and proactively addressing renewal risk.
Requirements
  • 1+ years of experience in customer-facing phone support, retention, upselling, and account management.
  • Proven track record of success with a verifiable history of exceeding growth and customer satisfaction goals.
  • Strong analytical, problem-solving, and dot-connecting skills, with the ability to develop quick, accurate situational awareness.
  • Solution-oriented mindset to understand and solve complex customer issues.
  • Excellent communication and presentation skills, with the ability to lead, manage, or influence internal and external resources.
  • Experience in Video, Contact Center, or Web Collaboration is desired.
  • BS or equivalent education and relevant experience.
Competencies
  • Oral/Written Communication
  • Strategic Perspective
  • Skilled Negotiation
  • Diagnostic Information Gathering
  • Analytical Thinking
About Nextiva

Nextiva is a leading provider of cloud-based business communication and collaboration solutions. With a strong focus on customer experience, we empower businesses to connect with their customers, teams, and partners in a seamless and efficient manner. Our innovative solutions are designed to drive business growth, improve customer satisfaction, and increase productivity.

What We Offer
  • Major Health insurance for you and your legal partner and children under 25 years
  • Vision and Dental covered
  • Life Insurance – 24 times your monthly salary
  • 30-day Christmas Bonus (Aguinaldo)
  • 50% Vacation premium
  • 12 days for vacations on your first-year anniversary
  • Newly hired full-time employees of Nextiva earn ten (10) personal days before their first anniversary
  • After your first year, you will be entitled to 5 personal days each year after each anniversary date additional to your vacation days
  • Company matched Food Vouchers – You receive 1 x monthly UMA (Unidad de Medida y Actualización) per month
  • Company matched savings fund – 13% of your monthly salary capped to 1.3 times the annual value of the UMA

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