Job title: customer support specialist
location: mexico city
company: umbrella bpo & client companies
overview:
as a customer support specialist at umbrella bpo, you will play a crucial role in providing exceptional support to our clients and ensuring a positive customer experience.
key responsibilities:
1. customer support:
o provide prompt and efficient support to clients via phone, email, chat, or via client crm software ie. Zendesk.
o address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.
2. technical troubleshooting:
o diagnose and resolve technical issues related to bpo processes and systems.
o collaborate with internal teams to escalate and resolve complex technical problems.
3. process improvement:
o identify opportunities for process improvement and efficiency in customer support procedures.
o work closely with team members and management to implement enhancements to existing processes.
4. documentation:
o maintain accurate and detailed records of customer interactions, technical issues, and resolutions.
o contribute to the development and updating of knowledge base articles and support documentation.
5. client communication:
o communicate effectively with clients to understand their needs and expectations.
o provide regular updates and feedback to clients regarding the resolution of their issues.
6. quality assurance:
o monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards.
o participate in quality assurance initiatives and training programs.
7. adaptability:
o be able to adapt and adjust to what the business needs are.
qualifications:
* professional english fluency
* minimum 3 years of experience in customer support, preferably in a bpo environment.
* strong organizational and multitasking abilities.
* excellent communication and interpersonal skills.
* ability to handle confidential information with discretion.
* bachelor's degree (nice to have)
working conditions:
this position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you are passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we invite you to apply for the customer support specialist position. Join our team and contribute to the success of our clients through outstanding service and support.
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