Senior Customer Service Representative

hace 2 semanas

Ciudad de México, Ciudad de México Hays A tiempo completo

A leading company in the food and beverage sector is looking for a Bilingual Call Center Agent Sr.
Join our team and become part of a global leader in the food and beverage industry. We are seeking professionals passionate about customer service, with bilingual skills and a results-driven mindset.

Job Description:

The
Senior Customer Service Representative
acts as the primary contact for resolving escalated requests within our Global Capability Center (GCC) in Mexico City, providing direct support to our consumers across multiple brands and channels.

Key Responsibilities:

  • Handle customer interactions via social media, chat, phone, or email as needed.
  • Establish and maintain comprehensive knowledge of all team products/services.
  • Provide timely and effective feedback and coaching.
  • Offer consultative support to the team and client representatives.
  • Identify trends and take appropriate actions to resolve them.
  • Proactively generate ideas to improve processes, technology, and/or reduce consumer complaints.
  • Collaborate with internal/external departments to update databases, scripts, and reports to increase productivity and ensure accurate, high-quality information.
  • Support the development and facilitation of training sessions and materials.
  • Serve as a subject matter expert on products and systems, recommending corrective solutions for specific issues, questions, or customer complaints.
  • May act as an expert in CRM and Telephony systems.
  • Perform administrative tasks such as report generation and team documentation as assigned.

Qualifications:

Experience:

  • 2+ years as a customer service representative.
  • Contact center experience preferred.
  • Experience in shared services or Global Capability Centers desirable.
  • Knowledge of Salesforce (preferred).
  • Ideally, experience in Food & Beverage or FMCG industries.

Skills:

  • MS Office (Outlook, Word, Excel, PPT).
  • Customer service-oriented mindset.
  • Continuous improvement mindset.

Language:

  • Advanced English (C1 or equivalent). Excellent grammar and communication skills.
  • French desirable (B2 or equivalent).

What We Offer:

  • Competitive salary package.
  • Hybrid work model:
    3 days in the office and 2 days working from home.
  • Career development opportunities within a global industry leader.
  • Dynamic and collaborative work environment.

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