Make hiring easy
Customer Support Specialist, B2B
Location
Mexico
Posted
1 day ago
Salary
0
Seniority
Senior
Job Description
Customer Support Specialist, B2B
GLOBALTALENT
• Perform order entry, modifications, and account updates using Shopify and internal systems. • Process remakes, replacements, and credit requests accurately while meeting established SLAs. • Investigate missing, damaged, incorrect, or delayed deliveries and coordinate appropriate resolutions. • Monitor active orders and proactively communicate updates to customers. • Partner with Logistics, Fulfillment, and Operations teams to resolve order-related issues. • Manage inbound support tickets, emails, and live chat inquiries in a timely and professional manner. • Prioritize customer issues based on business impact, urgency, and service level commitments. • Maintain accurate ticket documentation and ensure customer inquiries are fully resolved. • Meet established SLAs for first response time, resolution time, and ticket quality. • Effectively manage multiple priorities while maintaining exceptional accuracy. • Support onboarding activities for new client accounts, including account setup and verification. • Maintain accurate customer records, contact information, delivery details, and account preferences. • Develop familiarity with assigned customer accounts and their operational requirements. • Support day-to-day client communication and account management activities. • Gather complete order, shipment, and account information before escalating issues. • Clearly document issues and provide detailed context for internal stakeholders. • Follow up on escalated cases to ensure timely resolution and customer communication. • Escalate operational risks and service failures appropriately. • Respond to inquiries related to orders, billing, deliveries, products, and account management. • Deliver professional, empathetic, and solution-oriented written communication. • Utilize approved SOPs, templates, macros, and knowledge base resources. • Provide proactive communication during service disruptions, delays, and operational incidents. • Utilize internal documentation and knowledge base resources to resolve customer inquiries. • Identify recurring customer issues, operational trends, and process gaps. • Recommend improvements to processes and internal documentation. • Participate in testing and refining new workflows, tools, and operational processes.
Job Requirements
- 3+ years of experience in Customer Support, Client Services, Customer Success, Account Support, or similar customer-facing roles.
- Experience managing high-volume support inboxes while maintaining exceptional attention to detail.
- Live chat support experience is required.
- Strong written and verbal English communication skills.
- Experience supporting business clients or complex customer accounts is preferred.
- Experience using HubSpot or similar CRM platforms is strongly preferred.
- Experience using Shopify or similar order management systems is preferred.
- Proficiency with Google Workspace, Slack, Microsoft Office, and business communication tools.
- Exceptional attention to detail and accuracy.
- Strong sense of ownership and accountability.
- Excellent organizational and time management skills.
- Ability to prioritize multiple requests in a fast-paced environment.
- Strong problem-solving and critical-thinking abilities.
- Comfortable working independently in a remote environment.
- Ability to build strong relationships with business customers.
- Proactive mindset with the ability to identify issues before they escalate.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Related Guides
Related Categories
Related Job Pages
More Customer Support Jobs
Customer Experience Training Specialist
Memorial Hermann Health SystemMore than a century of patient-centered care. At Memorial Hermann, we are all about advancing health.
• Responsible for consulting, coaching and training department leaders and employees on customer experience needs • Collaborating with internal stakeholders on leveraging customer experience data • Conducts onsite observations, facilitates customer service training for staff, and presents findings to various audiences • Leverages patient feedback to identify trends and support operational leaders in strategy development • Creates training content and delivers training through various methods • Tracks and analyzes consumer experience data to guide improvements at assigned locations
Associate Clinical Experience Analyst – Customer Service Representative
Exact SciencesChanging the way we think about detecting and treating cancer.
• Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries • Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio • Provides product-specific clinical training, including content creation and collaboration with training teams • Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements • Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions • Investigates escalations to identify process gaps and recommends retraining or workflow adjustments • Documents all information according to standard operating procedures
• Connect with inbound customers online and over the phone to find out what they want and need from their next car purchase. • Use your knowledge of the CarMax inventory to guide customers towards vehicles that meet their needs. • Guide customers every step of the way, from online sales or appraisal to arranging finance applications and scheduling vehicle delivery. • Ensure a seamless transition from online to in-store purchasing to provide an unrivaled customer service experience. • Mentor others as your skillset expands. • Achieve sales targets while providing an iconic customer experience. • Acquire the Automotive Sales Persons License in specific states – may require testing and travel as some states request physical presence to apply for the license.
• Ensure that customer experience center leadership is in synch with Coinstar culture, brand, and values • Monitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of Work • Resolve and/or approve customer service Tier 1 issues for customer service vendor • Responsible for resolving customer complaints via multiple platforms and various agencies (e.g., social media, Better Business Bureau, email, etc.) • Participate in vendor meetings, quality calibration and business reviews • Facilitate vendor team lead meetings • Complete audits to confirm adherence of company policies and procedures • Champion business strategies and new product implementation • Bring forward to Vendor Manager recommendations on current policies and procedures as well as day to day process improvements • Coordinate and assist in other tasks as needed and work with other departments to resolve issues either directly or indirectly relating to the vendors • Perform various administrative tasks
