Customer Service Advisor

Responsibilities

• Identify, evaluate, and resolve user needs through various channels including telephone, email, chat, WhatsApp, video calls, or in-person.
• Provide courteous, warm, and professional service to all institutional stakeholders.
• Manage and follow up on requests, questions, and complaints, ensuring complete responses within established timeframes.
• Accompany and correctly channel urgent requests to the appropriate functional areas, sharing necessary case history and information.
• Collaborate with other TECservices work cells during contingency situations, such as system migrations or process changes.

Requirements

• Bachelor's degree or Engineering degree completed.
• Proven experience in customer service or user support, managing both simple and complex interactions.
• Strong effective communication and active listening skills.
• Experience using CRM tools (such as Salesforce, ServiceNow, or similar).
• Understanding of service models, including service levels, case escalation, and end-to-end cycle follow-up.

Preferred Qualifications

• English language proficiency.

About the Company

Tecnológico de Monterrey is a community centered on education, innovation, research, and excellence. We aim to transform our environment by empowering talent to imagine, undertake, and build solutions that positively impact people and the community.