Customer Support Analyst-Working Hours/Rotational

«Junior» «Monterrey »

Experience Required in:

• Provide support for resolution of customer problems, issues, requests and queries. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focused on customer and consumer contact, not transaction processing.
• To perform assigned skill sets and its corresponding activities and tasks efficiently.
• To support & record a variety of customer service issues through telephone, email and chat. Validate, investigate and resolve these issues within established guidelines. This includes coordinating with the escalation path which may include but not limited to internal.
• To provide education/awareness and recommendations to customers on new products, policies changes, product campaigns via outbound call or email as per the established guidelines (no sales/upsell or cross sell targets)
• To provide customers with a positive call experience by exhibiting positive call conversation behaviors and etiquette, a sense of urgency, knowledge in the product and service, genuine concern for the customer, with timely and efficient resolution of issues.
• To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management.

Job Requirements – Functional competencies

Excellent English Communication skills (verbal and written) – Minimum B2, C1 preferred

Min 1 year experience in customer care, sales support, required

Competency in using Microsoft Office tech suite (Outlook/Excel/Word/Teams)

Working Hours: Rotating Schedules: Everyone will work 5 days a week, but candidates must be willing to work rotating weekends (i.e., if I work Monday-Friday this week, perhaps next week I will work Tuesday-Saturday, and another week Wednesday-Sunday) - (8am-5:30pm/2:30pm-10pm)

Work 100% in site (Monterrey client office)

WE OFFER: Competitive salary Payroll + Law and Superior Benefits

Work area: Monterrey In Site