Customer Service Representative

Join Our Customer Service Team as a Customer Service Representative!

Job Summary

The Software Expert provides technical support and customer assistance for restaurant management software, billing, menu catalogs, delivery services, and account maintenance. This role requires a mix of technical expertise, problem-solving, and excellent customer service skills to ensure quick and effective issue resolution.

**Work Schedule**

We are looking for candidates with scheduling flexibility to support our business operations (running from 6:00 a.m. to 11:00 p.m.). Initial shifts for this role may include:

• 7:00 a.m. – 4:00 p.m.
• 11:00 a.m. – 8:00 p.m.

Please note that all schedules are based on operational needs and may be modified with advance notice. We encourage you to discuss current shift availability with your recruiter.

Key Responsibilities

✅ Customer Advocacy & Communication

• Listen actively and respond empathetically to customer concerns.
• Maintain professionalism and clarity in written and verbal communication.
• Handle conflicts effectively and ensure customer satisfaction.

✅ Collaboration & Teamwork

• Work with internal teams (support, sales, product) to resolve issues.
• Assist and guide team members as a subject matter expert.

✅ Technical Support & Troubleshooting

• Provide basic tech troubleshooting for software, connectivity, and account access.
• Guide customers through troubleshooting steps clearly and effectively.
• Escalate complex issues when necessary.

✅ Product & Process Knowledge

• Understand the company’s products, features, and policies.
• Educate customers on best practices and self-service options.

✅ Customer Service & Call Handling

• Manage inbound calls professionally, ensuring quick and effective resolutions.
• Maintain a positive tone and strive for first-call resolution.

✅ Problem-Solving & Critical Thinking

• Diagnose root causes of issues and provide long-term solutions.
• Think creatively to solve complex customer problems.

✅ Multitasking & Organization

• Prioritize tasks, manage multiple cases, and meet service expectations.
• Maintain accurate records of customer interactions and resolutions.

✅ System & Tool Proficiency

• Use CRM systems, ticketing tools, and knowledge bases efficiently.
• Stay updated on system improvements and new features.

✅ Ownership & Accountability

• Take full responsibility for customer issues, ensuring resolution and follow-ups.
• Commit to high-quality service and continuous improvement.

Ideal Candidate Skills

✔ Strong communication & interpersonal skills
✔ Technical troubleshooting & problem-solving ability
✔ Customer-focused mindset with a proactive approach
✔ Ability to multitask and work efficiently under pressure
✔ Experience with support tools (e.g., Salesforce, helpdesk software)

What We Offer:

• Base Salary: $18,250.00 MXN + Performance Bonus: $3,660.00 MXN
• Food Vouchers: $1,500.00 MXN per month
• Comprehensive Benefits: Law benefits, SGMM, Dental Insurance, Life Insurance
• Perks: Total Pass (gym membership), Career Development & Growth Opportunities

This role is perfect for someone passionate about software support, customer service, and problem-solving in a dynamic environment. 

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