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Agente de Customer Care

hace 2 semanas

Ciudad de México, Ciudad de México timetohire A tiempo completo

Agente de Customer Care – Cliente de Time To Hire (Industria Moda/Lujo)

Ubicación: La Sartoria (HQ) – CDMX

Horario: Tiempo completo (turnos de 10 hrs): L–V entre 07:00–21:00 y S–D entre 09:00–21:00.

Desde Time To Hire buscamos un Agente de Customer Care para brindar atención cálida, profesional y personalizada a clientes de alto perfil, gestionando solicitudes en canales como WhatsApp, correo, teléfono y redes sociales. El rol requiere acompañar al cliente durante todo su journey, resolver casos con empatía, dar seguimiento puntual y documentar cada interacción en CRM/ERP.

Requisitos:

  • Bachillerato concluido, carrera técnica o licenciatura trunca en Administración, Comunicación, Turismo, Psicología o afines.
  • 2+ años en Customer Care, CX o servicio al cliente con trato personalizado o clientes exigentes.
  • Manejo de CRM (HubSpot, Zendesk o similar), Excel intermedio y herramientas omnicanal.
  • Inglés deseable (comprensión lectora básica).

Competencias clave:

  • Comunicación profesional escrita y verbal.
  • Escucha activa, empatía y contención emocional.
  • Capacidad de seguimiento, orden y documentación precisa.
  • Resolución de problemas y manejo de conflictos.
  • Orientación a resultados, detalle y calidad.
  • Trabajo en equipo y resiliencia bajo presión.

Habilidades técnicas:

  • Gestión de tickets y casos omnicanal.
  • Etiqueta telefónica.
  • Redacción impecable para correo y mensajería.
  • Seguimiento de métricas CX (NPS, SLA, satisfacción).
  • Registro claro en CRM/ERP.

Funciones principales:

  • Atender y resolver solicitudes en todos los canales de atención.
  • Dar seguimiento puntual hasta la solución del caso.
  • Documentar cada interacción en CRM/ERP con claridad.
  • Coordinar con áreas internas para soluciones rápidas y completas.
  • Acompañar al cliente con empatía ante problemas o inconformidades.
  • Atender leads de preventa y brindar información inicial alineada a marca.
  • Detectar oportunidades de mejora en la experiencia.

Tipo de puesto: Tiempo completo

Sueldo: $10, $13,000.00 al mes

Lugar de trabajo: Empleo presencial