Customer Service Associate

hace 10 horas

Mexico City Safeguard Global A tiempo completo

Our client is seeking an experienced Senior Customer Service Associate to support customer operations and serve as a key liaison between customers and internal Applications Engineering teams. This role is critical to ensuring high-quality service delivery, efficient case management, and consistent customer satisfaction.Position SummaryThe Senior Customer Service Associate will manage customer interactions across phone, chat, and email channels, while coordinating internal resources, tracking escalations, and ensuring timely resolution of all inquiries. The role also involves reporting, documentation, and identifying opportunities to improve customer support processes.Key ResponsibilitiesManage customer interactions via phone, chat, and email with a professional and customer-centric approachTriage incoming requests and support tickets, prioritizing and allocating resources efficientlyTrack escalated cases and ensure timely resolution with clear and consistent customer communicationCoordinate scheduling and support activities with Applications Engineers, including appointments and on-site support when requiredConduct follow-ups to confirm resolution and customer satisfactionPrepare basic reports on recurring issues, trends, and service metricsCreate, update, and maintain internal documentation such as SOPs, FAQs, and troubleshooting guidesIdentify opportunities for process improvement and collaborate with management to enhance efficiency and service qualityWork cross-functionally with engineering and sales teams to deliver a seamless customer experienceQualifications & Experience7–10 years of experience in customer service or customer support roles, preferably within a technical or renewable energy environmentProven experience handling high-volume phone, chat, and email communicationsStrong organizational and multitasking capabilitiesExcellent written and verbal communication skills with a strong emphasis on professionalism and empathyExperience using ticketing systems (e.g., Zoho Desk or similar), CRM platforms, and basic reporting toolsDemonstrated ability to document processes clearly and accuratelyStrong problem-solving skills and the ability to remain calm when managing escalationsEducationHigh school diploma or equivalent requiredBachelor's degree in a related field preferred

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