Location: Mexico
What does the client’s business do?
Our client provides a popular marketplace in the financial services industry.
They have successfully hired two candidates for this exact position through us in the past, and both are still active in the role. Now, they’ve returned to us to hire two more, demonstrating the success and trust they’ve built through our partnership.
What were the requirements?
Skills and Qualities required:
- Experience: 1-3 years in customer support, including direct interactions with customers via phone, email, and video conferencing (Zoom).
- Skills: Excellent written and verbal communication in English, strong interpersonal skills, and a professional attitude.
- Technical Proficiency: Tech-savvy, detail-oriented, and familiar with Salesforce (preferred but not required).
- Organization: Highly responsive, organized, and flexible.
- Experience: 1-3 years in customer support, including direct interactions with customers via phone, email, and video conferencing (Zoom).
- Skills: Excellent written and verbal communication in English, strong interpersonal skills, and a professional attitude.
- Technical Proficiency: Tech-savvy, detail-oriented, and familiar with Salesforce (preferred but not required).
- Organization: Highly responsive, organized, and flexible.
What were the responsibilities?
In this role, Sergio and Mauricio will be responsible for a wide range of customer support tasks to improve the overall member experience. Their core duties will include:
- Handling Customer Inquiries: Responding to member help requests through phone and email. This includes managing 30+ connected calls per week and promptly addressing inbound email inquiries. They will also close cases in Salesforce to ensure all requests are resolved efficiently.
- Email Campaigns: Launching campaigns to encourage better usage of the Client's platform by members, ensuring they are fully leveraging the platform's features.
- Reporting Issues: Communicating common product or service complaints to the appropriate teams for resolution, helping improve the overall user experience.
- Managing Deal Approvals and Submissions: Overseeing the deal approval process, ensuring that all deals are processed smoothly and submitted within the necessary guidelines.
- Salesforce Administration: Performing necessary Salesforce admin tasks to maintain and process member-related data effectively.
- Proactive Member Engagement: Reaching out to members proactively to encourage more consistent and effective use of the Client's platform, driving engagement.
Sergio and Mauricio's time will be spent directly interacting with members through phone and email support, addressing their requests in Salesforce, and ensuring timely responses to member inquiries. Additionally, they will participate in regular internal meetings to discuss ongoing initiatives and handle ad-hoc member support tasks as they arise.
What was the candidate’s background?
Mauricio is an ideal candidate for the customer support role due to his 4+ years of experience in leadership and advanced tech support within the call center industry. Having worked with AT&T, he excels in handling complex customer inquiries, resolving escalated calls, and providing detailed technical support. His leadership experience in training and coaching new hires, proficiency in Salesforce, and handling backend tasks ensures he can efficiently manage customer-facing and administrative responsibilities. Mauricio’s proactive approach, strong communication skills (TOEIC C2 certified), and problem-solving ability align perfectly with the requirements of this position.
Sergio is also an excellent candidate for the customer support role due to his extensive background in team leadership, customer service, and process optimization. With experience managing e-commerce platforms and leading global teams at an E-Commerce company, Sergio has demonstrated exceptional skills in overseeing multi-channel support, from email and chat to social media. Sergio is highly skilled in strategic reporting, client management, and maintaining high service levels, making him well-suited to handle customer inquiries and internal support processes. His proficiency with tools like Salesforce, ZenDesk, and Microsoft Office, combined with his bilingual abilities in English and Spanish, ensures he can effectively support and engage with diverse customer bases.
How did they find this candidate?
The company used South! We help US businesses find, hire, and pay top Latin American talent.
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