Customer Service Representative II

The firm runs on CCH Axcess, Caseware and a client portal for document exchange. Outsourced CFO work is a growing part of the practice, especially for startups and medical groups. Busy season means 55-hour weeks from February through April 15, and summers are lighter.

The Customer Service Representative II answers customer calls, chats and emails about orders, billing and account changes. This is an in-person role at our Monterrey location.

Your responsibilities

• Explain bills and payment options and take payments over the phone.
• Meet targets for handle time, quality score and customer satisfaction.
• Call customers back on open issues within the promised timeframe.
• Complete required training and quality coaching sessions.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.
• Notice repeat problems and report them to your team lead.
• Process returns, exchanges, refunds and address changes.

Requirements

• 6+ years of customer service, retail, hospitality or call centre experience.
• Comfortable using multiple screens and systems at the same time.
• Basic computer skills (Windows, Outlook, web browsers)
• Able to sit at a workstation and wear a headset for a full shift.
• High school diploma or GED.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

What we offer

Pay: MXN 13,000 to MXN 17,000 monthly

• Private health insurance.
• Meal vouchers.
• Transport provided.
• 13th-month bonus.
• Life insurance.

Due to the number of applications, only shortlisted candidates will be contacted.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Gestoría Alameda S. de R.L. de C.V..