Associate Manager, GBS

hace 3 días

Ciudad de México, Ciudad de México Kraft Heinz A tiempo completo

Job Description
Position Overview
The
Sr
.
Customer Support Representative
role serves primary contact to resolve escalated request within our Global Capability Center (GCC) in Mexico City, providing hands-on support to our consumers contact for multiple brands / channels

Primary Responsibilities

  • Establishes and maintains a well-rounded knowledge base of all team products/services
  • Provides timely and effective coaching and feedback
  • Provides consultative support to the team and client representatives
  • Identifies and observes trends and takes appropriate action to resolve
  • Proactively generates ideas to improve the account process, technology, and/or reduce consumer complaints
  • Handles customer contacts via social media, chat, phone or email as needed to support the account.
  • Works with internal/external departments to update and modify the program(s) database, scripting, enclosures and reports to increase productivity and ensure that quality and accurate information is available.
  • Provides guidance and database expertise for new process changes.
  • Assists with the development and facilitation of training and/or training materials.
  • Serves as resource for program product knowledge and systems information and recommends corrective resolution to address specific issues/questions/customer complaints.
  • May serve as SME for CRM and Telephony.
  • Performs administrative duties such as report generation and team documentation as assigned

Qualifications

  • Experience
  • Experience working in a shared services or Global Capability Center environment preferred.
  • Strong business acumen, ideally within Food&Beverage or FMCG industries;
  • 2+ years consumer service representative.
  • Experience in a contact center preferred.
  • Salesforce experience preferred.
  • Skills
  • MS Office – usage of MS systems (Outlook, Word, Excel, PPT)
  • Customer service mindset.
  • Continuous improvement mindset.
  • Language
  • English proficiency – must have C1 or equivalent. Excellent grammar and communication skills.
  • French proficiency – nice to have – B2 or equivalent.

Location(s)

Mexico City - Antara Tower A - 5th Floor - Local Office

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes
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