Customer Service Specialist

hace 3 semanas

Ciudad de México, Ciudad de México GP Strategies A tiempo completo
Job Summary

The Customer Care Plus Specialist plays a key role in managing special customers, ensuring an exceptional experience from first contact to problem resolution. This role involves coordinating requests, resolving escalations, maintaining strong customer relationships, and working closely with internal teams to ensure satisfaction and compliance with service level agreements.

Key Responsibilities
  • Create a structured and efficient process for special customer service, from the first interaction to problem resolution, ensuring a consistent and quality experience.
  • Assure proper flow to satisfy customers' requirements in every point of contact.
  • Serve as the main point of contact for all account-related inquiries and escalations.
  • Coordinate and prioritize incoming requests and issues from special customers, being the main and unique point of contact until the issue is over, collaborating with internal teams to ensure seamless execution of the request.
  • Develop and provide regular status updates and reports to clients regarding their accounts.
  • Maintain customer satisfaction index rating and service level agreements to resolve conflicts as they arise.
  • Collaborate with sales and marketing teams to identify cross-selling or upselling opportunities within special accounts.
  • Continuously improve processes and procedures to enhance the overall client experience.
  • Develop and maintain strong, long-lasting customer relationships with special customers.
  • Identify opportunities for account growth and recommend additional services or products.
Requirements
  • Previous experience in customer service, special account management, or similar roles.
  • Advanced communication and negotiation skills.
  • Ability to manage multiple priorities and solve problems effectively.
  • Detail-oriented and analytical skills.
About GP Strategies

GP Strategies is a leading talent transformation provider, delivering award-winning learning and development solutions to organizations globally. With over 4,000 employees in over 30 countries, diversity is second nature to our culture, which focuses on performance and revolves around respect, fairness, and collaboration to achieve our goals.

We support our people, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.

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