Contact Center Team Lead

Title : Especialista de Contact Center - Contact Center Specialist.
Location: in office, Mexico City, North Area
The Contact Center Specialist is responsible for providing exceptional support and assistance to small store owners utilizing the client's mobile application. This role plays a critical part in ensuring seamless user experience, resolving inquiries, and maximizing the effectiveness of the app in facilitating product orders, promotions, and overall business growth for our partners.
Mandatory:

• Associate's or Bachelor's degree in a business-related field.
• 1-3 years of experience in a fast-paced contact center or customer service environment, preferably in a B2B setting or supporting a digital platform/app.
• Familiarity with sales operations or order management processes is an advantage.
• Proficiency in using CRM systems for logging interactions and managing customer data.
• Strong computer literacy, including Microsoft Office Suite (Excel, Word, Outlook).

• Comfortable troubleshooting mobile applications and guiding users through digital interfaces. Patience, empathy, and a customer-centric attitude.
• Excellent verbal and written communication skills in Spanish.
• Strong active listening and problem-solving abilities.
• Ability to work independently and as part of a team in a dynamic environment.
• Strong organizational skills and attention to detail.

• Proficient in English communication skills.
• Ability to handle multiple tasks simultaneously and prioritize effectively.
• Experience in the consumer goods or retail sector.

• Customer Support & Issue Resolution:
  • Handle inbound calls, chats, and potentially emails from client's app users regarding app functionality, order placement, promotion inquiries, loyalty points, and general support.
  • Diagnose and troubleshoot technical issues related to the app (e.g., login problems, navigation, order submission errors, payment issues).
  • Provide clear, concise, and step-by-step guidance to users to resolve their issues effectively.
  • Escalate complex technical or business-related issues to the appropriate internal teams (e.g., IT, sales, logistics) and follow up to ensure timely resolution.
  • Maintain a high level of professionalism and empathy in all customer interactions.
  • Conduct outbound calls to follow up on support tickets, provide resolution updates and ensure customer satisfaction.

• Order Management & Sales Support:
  • Assist store owners with placing orders through the app, verifying product availability, and confirming delivery details.
  • Educate users on current promotions, loyalty programs, and new product launches available via the client app.
  • Identify opportunities to upsell or cross-sell additional client products based on customer needs and order history, when appropriate.
  • Accurately document all customer interactions, inquiries, and resolutions within the CRM system.

• Program Education & Adoption:
  • Proactively educate store owners on the benefits and features of the client app to encourage its full utilization.
  • Provide training and guidance on new app functionalities as they are released.
  • Gather feedback from users to identify areas for app improvement and report these insights to relevant teams.

• Data Accuracy & Reporting:
  • Ensure the integrity and accuracy of customer data within the client user database and CRM system.
  • Contribute to daily/weekly/monthly reports on call volume, resolution rates, common issues, and customer feedback.

• Collaboration:
  • Collaborate closely with field sales teams, logistics, and IT to ensure a coordinated approach to customer service and problem resolution.