Customer Service Executive

Responsibilities

• Manage client cases proactively by resolving inquiries through various contact channels to improve user experience.
• Maintain client communication regarding updates, changes, and best practices in accordance with established SLAs.
• Manage and respond to tickets via HubSpot CRM, ensuring correct categorization and property completion.
• Utilize internal tools including HubSpot, Timedoctor, Skydropx platform, Slack, and Gmail for daily task management.
• Escalate complex cases to internal departments such as Finance, Tech, Partnership, or Product as needed.
• Monitor and meet key performance indicators (KPIs) including first response time, resolution time, CSAT, quality, and productivity.
• Maintain and update databases and documentation for managing information with logistics providers.

Requirements

• Bachelor's degree in Industrial Engineering, Logistics, International Business, Business Administration, or a related field.
• 2+ years of experience in similar customer service or operations roles.
• Advanced proficiency in Microsoft Excel.
• Strong problem-solving skills, proactivity, empathy, and a customer-centric attitude.
• Ability to work on-site in Tampico.

Preferred Qualifications

• Experience using HubSpot CRM.
• Knowledge of SQL.

Benefits

• Competitive salary.
• Opportunities for professional growth and career development.
• Work within a dynamic, ambitious, and multicultural environment.

About the Company

Skydropx - Frenet is innovating logistics across Latin America, helping businesses automate and simplify their shipping processes through advanced technology and visionary teamwork.