Job Description

Job Description:

Primary Responsibilities

• Confers with internal and/or external customers to provide information about products and/or services such as processing, customer request, obtaining detailed complaints reports over the phone, email, live chat, social media or other methods of communication.

• Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely and assuring customer understanding

• Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer request inquiries and complaints

• Document customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken to include adverse events.

• Provides prompt and accurate service to promote customer loyalty

• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to product or service and/or in follow up to customer inquiry.

• Resolves escalated contacts appropriately

• Process promotions, rewards and loyalty referrals in interaction with customers

• Act as liaison with social media representatives and agency partners for social media escalation

• Handles contacts via multiple channels and/or brands

Qualifications

Experience:

• Experience working in a shared services or Global Capability Center environment preferred.

• Strong business acumen, ideally within Food&Beverage or FMCG industries;

• 2+ years consumer service representative.

• Experience in a contact center preferred.

• Salesforce experience preferred.

Skills:

• MS Office – usage of MS systems (Outlook, Word, Excel, PPT)

• Customer service mindset.

• Continuous improvement mindset.

1. Language

• English proficiency – must have C1 or equivalent. Excellent grammar and communication skills.

• French proficiency – nice to have – B2 or equivalent.

Location(s)

• Mexico City
• Antara Tower A - 5th Floor
• Local Office

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.