Customer Service Team Lead

Marketing Castro is an independent agency with 550 employees in offices across Mexico. Creative, strategy, media and analytics staff work together in dedicated account groups.

Role overview

Marketing Castro has an opening for a Customer Service Team Lead. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Remote within Mexico. The team meets in Mexico City once a quarter, travel covered.

In this role you will

• Update customer records accurately
• Answer inbound calls, live chats and emails from a queue
• Escalate complaints that need a supervisor or another department
• Complete required training and quality coaching sessions
• Document every interaction in Zendesk or Salesforce Service Cloud
• Notice repeat problems and report them to your team lead
• Transfer calls to the right department with a warm handoff

Qualifications

• 7+ years of customer service, retail, hospitality or call centre experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Reliable attendance. Schedule adherence is tracked
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check

What we offer

• Private health insurance
• Meal vouchers
• Payment in USD
• Home office equipment
• 13th-month bonus
• Annual bonus
• Savings fund

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Marketing Castro.