Ejecutivo Senior de Contact Center

Title: Ejecutivo Senior de Contact Center - Contact Center Sr Executive.
Location: in office, Mexico City, North Area
The Contact Center Senior Executive for the client's program is an entry-level position responsible for providing friendly and efficient support to small store owners who use the client's mobile application. This role is crucial in assisting our partners with their app-related questions, helping them place orders, and ensuring a positive experience that contributes to their business success and our continued partnership.
Mandatory:

• High school diploma or equivalent required.
• 0-1 year of experience in a customer service role, retail, or a similar client-facing position.
• Basic computer literacy, including familiarity with Microsoft Office (Word, Outlook).
• Comfortable learning new software and navigating mobile applications quickly.
• Experience with CRM systems is a plus but not required - training will be provided.
• Excellent verbal communication skills in Spanish (native level required).
• Strong listening skills and a genuine desire to help others.
• Patience, politeness, and a positive attitude.
• Ability to follow instructions and learn quickly.
• Reliable and punctual.
• Ability to work effectively in a team environment.

Nice to Have:

• Bachelor's degree in business administration, Communications, or a related field preferred.
• Experience with mobile apps or digital platforms is a plus.
• Experience in the consumer goods or retail distribution sector is highly desirable.

Key Responsibilities :

• Front-Line Customer Support :
  • Handle inbound calls, chats, and potentially emails from client app users regarding common inquiries such as app navigation, basic order status, and general program information.
  • Provide clear and polite assistance, guiding users through simple app functionalities.
  • Learn to identify and troubleshoot basic app issues, escalating more complex problems to senior associates or supervisors.
  • Maintain a positive and helpful demeanor in all customer interactions.
  • Conduct outbound calls to follow up on support tickets, provide resolution updates and ensure customer satisfaction.

• Order and Information Assistance :
  • Assist store owners with basic questions about placing orders through the app.
  • Help users understand current promotions and how to access them within the client app.
  • Accurately document details of all customer interactions and inquiries in the CRM system .

• Learning & Development:
  • Actively participate in training sessions to gain in-depth knowledge of the client app features, client products, and customer service best practices.
  • Seek guidance from team leads and senior colleagues to enhance problem-solving and communication skills.
  • Continuously learn about the needs of small business owners to provide more tailored support.

• Data Entry & Accuracy :
  • Ensure accurate and complete entry of customer interaction details into the CRM system.
  • Support the team in maintaining up-to-date customer records.

Client-provided location(s): Mexico City, Mexico

Job ID: Infosys-136622BR

Employment Type: OTHER

Posted: 2025-07-31T23:40:00