Customer Service and Support Specialist | Monterrey

Are you passionate about customer service, do you enjoy solving problems, and are you a person who follows up until a solution is found? We have an opportunity for you!

We are looking for a Customer Service and Support Specialist who will become a key point of contact between our company and one of our strategic clients.

The position will be on-site at our client's facilities, where you will have direct contact with their employees, handle requests, resolve incidents, and coordinate with different internal areas to ensure an excellent service experience.

Vacancy Information

• Location: Monterrey, Nuevo León
• Modality: On-site
• Mobility: Visits to plants located in Guadalupe and Apodaca
• Contract: Permanent
• Hours: Approximately from 8:30 AM to 5:30 PM
• Initial Training: Mexico City

What will be your challenge?

You will be responsible for providing close, professional, and solution-oriented support, ensuring that each request is followed up promptly until its closure.

Among your main responsibilities will be:

• Attend to and follow up with client users and employees.
• Receive, record, and manage requests, questions, and incidents.
• Follow up on tickets and requirements until their resolution.
• Coordinate with the corresponding internal departments to expedite the handling of each case.
• Maintain constant and effective communication with the client.
• Support in resolving situations related to service.
• Prepare basic reports on attendance, follow-up, and incidents.
• Identify opportunities to improve the user experience.
• Travel between the client's different plants when necessary.
• Ensure quality service, with a sense of urgency and focus on solutions.

What are we looking for in you?

• Completed Bachelor's degree.
• 2 years of experience in customer service, Customer Service, Customer Care, call center, customer support, or similar positions.
• Experience in following up on requests, incidents, or tickets.
• Excellent verbal and written communication skills.
• Ease of relating directly with clients and users.
• Ability to solve problems and prioritize situations according to their urgency.
• Organization and attention to detail.
• Basic/intermediate knowledge of Excel and tracking tools.
• Availability to work on-site.
• Own car and availability to travel between Guadalupe and Apodaca.
• Availability to undergo initial training in Mexico City.
• Intermediate English (B1–B2), mainly for comprehension and communication.

⭐ It will be a plus if you have:

• Experience in financial companies, cards, benefits, vouchers, or services.
• Experience working directly on a client's premises.
• Experience with CRM, ticketing platforms, or support tools.
• Experience coordinating requests with different internal departments.

The profile we are looking for

More than someone who just responds to requests, we are looking for a person who takes ownership of cases and follows them up until a solution is found.

If you are an organized, problem-solving, service-oriented person, with ease in relating to different people and a strong sense of responsibility, this opportunity may be for you.

If you are looking for a stable, dynamic position with direct client contact, we would love to meet you.