Customer Support Representative (B2B)
T
The Global Talent Co.Food Logistics
MexicoFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- SalesforceCRMCustomer supportHubSpotGoogle WorkspaceSlackZendesk
Requirements
- 3+ years of experience in Customer Support, Client Support, Customer Success, or a similar customer-facing role.
- Experience supporting high-volume customer interactions via email, live chat, and ticket management platforms.
- Experience using CRM platforms such as HubSpot, Salesforce, Zoho, Microsoft Dynamics, Odoo, or similar.
- Experience using ticket management or customer support platforms such as Zendesk, Intercom, Freshdesk, Gorgias, or Jira Service Management.
- Strong written and verbal English communication skills.
- Live chat support experience.
- Strong attention to detail and accuracy with excellent organization and time-management skills.
- Ability to prioritize multiple requests in a fast-paced environment and work independently in a fully remote environment.
- Strong problem-solving, critical-thinking, and ownership abilities.
- Proficiency with Google Workspace, Slack, and Microsoft Office.
Responsibilities
- Manage high-volume customer inquiries across email, live chat, and ticket management platforms.
- Respond to customer requests professionally, accurately, and within established SLA targets.
- Process order entries, updates, modifications, cancellations, replacements, credits, refunds, and account changes.
- Investigate missing, damaged, incorrect, or delayed deliveries and coordinate resolutions with Logistics and Operations teams.
- Maintain complete and detailed ticket documentation while keeping clients informed throughout the resolution process.
- Gather complete information for escalations and follow up on cases until resolution.
- Identify recurring customer issues and contribute to process improvements, SOPs, and knowledge base resources.
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