Customer service representative

Our client, a US based company in the Biopharmaceutical sector is looking for a large number of Customer Service Representatives with a very good level of English based out of Mexico City (located around The World Trade Center).

Responsibilities:

• Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders from initiation to conclusion.
• Processes, via computer, all customer requests. Utilizes multiple and often complex systems, programs, and monitors in order to research information.
• Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns.
• Provides high-level, quality service, closely aligned with sales, to enable sales growth.
• Makes recommendations on areas for process improvement.
• Make decisions based on policies and past precedence, seeking guidance as necessary.
• Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.
• Performs other duties as assigned.

Required:

• High school diploma (Bachelor’s degree a plus)
• Advanced level of English (C1)
• 1-3 years applicable exp in a customer relationship type role (sales, call center, etc.)

Skills

• Strong communication
• Ability to work independently
• Problem-solving and resourcefulness
• Good organization and time management
• Familiarity with SAP system is a plus

Benefits

• Prestaciones superiores a las de la ley
• Vales de despensa
• Capacitación pagada