Customer Service Representative
New
M
MitratechLegal Risk Compliance
Remote MexicoFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- SalesforceProblem SolvingCustomer serviceGoogle WorkspaceZendesk
Requirements
- Customer-focused mindset with strong problem-solving skills
- Ability to multitask and stay organized in a high-volume environment
- Excellent verbal and written communication skills (English required; bilingual a plus)
- Strong time management and attention to detail
- Comfort working with software tools; technical aptitude or interest preferred
- Proficiency with G Suite (Gmail, Docs, Sheets, etc.)
- Experience with Salesforce, Zendesk, or other case management software is a plus
- Ability to work independently and as part of a team
- Motivation to learn, grow, and contribute to team success
- A minimum of a one-year commitment to the CSR role
- High school diploma or equivalent required
- Bachelor’s degree or equivalent work experience preferred
Responsibilities
- Serve as the first point of contact for client/applicant inquiries across phone, email, chat, and support portal
- Gather and assess information to understand issues and provide effective solutions
- Research, troubleshoot, and resolve issues within established SLAs
- Communicate workarounds, next steps, or escalations clearly and professionally
- Accurately document all client/applicant interactions and case details
- Prioritize and manage cases based on severity and urgency
- Meet weekly/monthly customer satisfaction (CSAT) and performance goals
- Collaborate and support all internal teams/products to resolve complex or escalated issues
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