Customer service - pmls monterrey

Job Responsibilities:

• Manage customer service delivery
  • Handle customer complaints and issues to ensure timely resolution.
  • Carry out project-based service delivery and operation maintenance according to business requirements.
  • Monitor service performance indicators and propose improvement plans.
• Maintain and manage customer relationships, and create service value
  • Develop customer plans and objectives, and build strong relationships with key accounts.
  • Regularly conduct customer visits to collect customer needs and issues, coordinate resources to fulfill them, and improve customer satisfaction.
  • Promote service marketing products and ensure the achievement of business targets.
• Data Analysis and reporting: Continuous Improvement
  • Establish and improve customer profiles, analyze customer data, and identify opportunities and risks.
  • Regularly report on customer service status and improvement plans to upper-level departments.
• Conduct competitor or market research as required to ensure service competitiveness.
• Coordinate cross-functional collaboration
  • Establish a communication mechanism with the sales team, share business information, and jointly promote business development.
  • Establish working mechanisms within the service team to ensure timely closure of customer issues and needs.
  • Build cooperative relationships with channels and mobilize channel resources in a timely manner to complete service activities.
• Channels Management
  • Technical and administrative support to region’s channels, based on projects or key accounts.
  • Ensure high-quality standards and processes for channel´s service departments.

Competency Requirements:

1. Product knowledge: Relevant professional background; able to master related product knowledge and service skills after training.
2. Business insight: Understand market dynamics and customer workflows; able to establish connections with customers.
3. Service marketing: Familiar with service marketing methods and able to promote effectively to support customer purchasing.
4. Communication and coordination: Able to communicate effectively with internal and external teams and coordinate necessary resources to complete work.
5. Accountability: Self-oriented to results and targets. Takes ownership proactively.
6. Adaptability and Continuous Learning: Ability to quickly adapt to new technologies, products, processes, and business requirements while maintaining high service quality.