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English-speaking Customer Support Agent in Merida, Mexico

Mandatory:
DESCRIPTION

NEED TO BE LOCALLY BASED IN MERIDA, MEXICO, WITH LOCAL WORK DOCUMENTS


We are looking for English speakers to work in the city of Merida in Mexico!

Job description:

The mission of the team seeking this role is to provide world-class support to customers for a growing start-up. 

The key objective of the Customer Support Agent is to resolve users’ issues and provide constant support. 

 

Responsibilities


  • To contribute individually, and as a team member, to demonstrate excellent Quality and Productivity standards that meet, or exceed, client requirements.
  • To provide users with solutions through information-gathering, analytical troubleshooting and query research 
  • To deliver a high-quality, smooth, unique and flexible customer experience.
  • To protect confidential and sensitive information and materials
  • To demonstrate excellent attendance and punctuality
  • To operate with honesty, integrity and transparency in all aspects of the work.


Duties:


  • To handle queries via the client’s tools and systems (currently through phone calls and email)
  • To proactively contribute to the achievement of agreed Service Levels
  • To complete all training requirements deemed appropriate for the role, at induction and ongoing.
  • To perform any other ad hoc tasks as required for the execution of the client contract.

 

REQUIREMENTS

Essential competencies:

The suitable candidate must have a deep-rooted passion for delivering success. The suitable candidate will have formidable experience and working knowledge of:


  • Excellent communication & interpersonal skills, and highly customer-focused
  • Excellent organizational skills
  • Quality focus and Policy adherence
  • Analytical skills and a keen focus on problem-solving; goal- & service-oriented
  • Understanding of, and continuous contribution to, team success
  • Flexible, innovative & adaptable to a wide range of topics and tasks
  • Ability to efficiently work to specified project delivery deadlines
  • Proficiency in Microsoft Office suite
  • Excellent attention to detail
  • Must be a good team player
  • Excellent time management skills


Essential skills and abilities:


  • Leaving certificate, or equivalent, and a minimum of 12 months’ Customer Support experience
  • Business qualification desirable
  • High fluency in English, with excellent comprehension (verbal and written), spelling, grammar and punctuation.
  • Ability to deliver information at customer’s knowledge level in an understandable manner
  • Ability to apply a logical problem-solving approach to identify the root cause of an issue and reach a resolution promptly.
  • Ability to function in a fast-paced environment 
  • Strong interpersonal skills, with an ability to think independently and follow through effectively


ARE YOU THE PERFECT CANDIDATE?