- Location
- Mexico City - Antara Tower A - 5th Floor - Local Office
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Senior
- Source
- Workday
Description
Job Description
Position Overview
The Sr. Customer Support Representative role serves primary contact to resolve escalated request within our Global Capability Center (GCC) in Mexico City, providing hands-on support to our consumers contact for multiple brands / channels
Primary Responsibilities
Establishes and maintains a well-rounded knowledge base of all team products/services
Provides timely and effective coaching and feedback
Provides consultative support to the team and client representatives
Identifies and observes trends and takes appropriate action to resolve
Proactively generates ideas to improve the account process, technology, and/or reduce consumer complaints
Handles customer contacts via social media, chat, phone or email as needed to support the account.
Works with internal/external departments to update and modify the program(s) database, scripting, enclosures and reports to increase productivity and ensure that quality and accurate information is available.
Provides guidance and database expertise for new process changes.
Assists with the development and facilitation of training and/or training materials.
Serves as resource for program product knowledge and systems information and recommends corrective resolution to address specific issues/questions/customer complaints.
May serve as SME for CRM and Telephony.
Performs administrative duties such as report generation and team documentation as assigned
Qualifications
3+ years as a consumer service representative/contact center representative
Salesforce experience preferred.
MS Office – usage of MS systems (Outlook, Word, Excel, PPT)
Customer service mindset.
Continuous improvement mindset.
English proficiency – must have C1 or equivalent. Excellent grammar and communication skills.
Location(s)
Mexico City - Antara Tower A - 5th Floor - Local Office
Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.