Customer Support Specialist - Mexico City

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:

• Provide prompt and efficient support to clients via phone, email, chat, or via client CRM software ie. Zendesk.
• Address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.

2. Technical Troubleshooting:

• Diagnose and resolve technical issues related to BPO processes and systems.
• Collaborate with internal teams to escalate and resolve complex technical problems.

3. Process Improvement:

• Identify opportunities for process improvement and efficiency in customer support procedures.
• Work closely with team members and management to implement enhancements to existing processes.

4. Documentation:

• Maintain accurate and detailed records of customer interactions, technical issues, and resolutions.
• Contribute to the development and updating of knowledge base articles and support documentation.

5. Client Communication:

• Communicate effectively with clients to understand their needs and expectations.
• Provide regular updates and feedback to clients regarding the resolution of their issues.

6. Quality Assurance:

• Monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards.
• Participate in quality assurance initiatives and training programs.

7. Adaptability:

• 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.