Customer Service Advisor

Responsibilities

• Provide an extraordinary digital experience by resolving user needs through telephone, chat, WhatsApp, and email channels.
• Offer respectful, professional, and empathetic service to all audiences, ensuring a human touch in every interaction.
• Manage and follow up on requests, questions, and complaints, ensuring complete resolution within established timeframes.
• Document all user interactions in the service management system to facilitate continuous improvement and data-driven decision-making.
• Achieve high performance standards based on key indicators (KPIs) such as CSAT (Customer Satisfaction), call times, and quality evaluations.
• Identify and participate in projects aimed at improving operational processes and services.

Requirements

• Bachelor's or Engineering degree (Titulado).
• Proven experience in customer service, specifically in high-volume telephone environments.
• Verifiable English level B2.
• Intermediate proficiency in MS Office.
• Strong communication skills, active listening, and empathy.
• Ability to work under pressure, manage time effectively, and adapt to change.
• Proficiency in digital messaging, social media, and collaboration tools like Microsoft Teams.

About the Company

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