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.

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