Job Description
Required Travel: Minimal
Managerial: No
Location: Mexico-Guadalajara (AM)
In one sentenceThe role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.
Key Responsibilities- Serve as the first point of contact for customers, addressing various products and services.
- Coordinate communication for all critical issues.
- Dispatch cases to the appropriate function based on product/service understanding.
- Perform basic validation of information and follow up if necessary.
- Validate case severity and reassign if needed.
- Ensure proper handover of open tasks to the next shift.
- Adhere to unit and contract-defined SLAs.
- Excellent communication skills in English and Spanish.
- Proficiency in MS Office and good presentation skills.