Account specialist

hace 2 semanas

Polanco, Ciudad de México HCLTech A tiempo completo

About the Role

We are looking for a
Subject Matter Expert (SME)
to act as a trusted point of contact and consultative resource for account representatives and management. This position supports handling customer and client inquiries about products, resources, or services, ensuring alignment with organizational and client goals. It is a dynamic role that combines technical expertise, leadership, and collaboration.

Key Responsibilities

  • Serve as the primary client contact for escalated requests
  • Own and manage specific processes, projects, or specialty groups
  • Monitor quality, productivity, and performance of account representatives
  • Provide coaching, feedback, and consultative support
  • Identify trends and recommend process improvements
  • Handle customer interactions via social media, chat, phone, or email
  • Collaborate with internal/external teams to update databases and reports
  • Assist with training development and facilitation
  • Serve as a resource for product knowledge and technical systems
  • Perform administrative duties such as reporting and documentation

Qualifications

  • High school diploma or GED (Bachelor's degree preferred)
  • Minimum 2 years of experience in a contact center environment; supervisory experience preferred
  • Proficient in Microsoft Office and advanced Excel skills
  • Strong organizational and multitasking abilities
  • Excellent communication and problem-solving skills
  • Ability to read, write, and speak French and/or Spanish fluently may be required
  • Healthcare experience and relevant licenses may be required based on program needs

Core Values

Integrity | Collaboration | Accountability | Passion | Innovation | Courage

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