Customer Care Specialist

This Customer Care Specialist position acts as primary contact for all customers B2B and B2C (Account Executives, retail, wholesale, and end consumer customers). You will have the ability to help accompany our clients and provide all the necessary assistance and service required to build long-term relationships to help our business grow. Available for questions or requests for additional information regarding all services provided to our clients. ESSENTIAL JOB FUNCTIONS Handle inbound and outbound calls, emails, and chats from various channels in our Customer Care Center. Act as a brand ambassador, representing our brand identity and values in all customer interactions. Work directly with clients daily to provide appropriate solutions and alternatives within time limits, strong follow-up to ensure resolution. Troubleshoot issues and determine the best path for resolution, adhering to quality metrics established by management to provide a consistent customer service experience. Keeps records of client interactions, process customer accounts and file documents. Follow communication procedures, guidelines, and policies to ensure consistent service delivery. Communicates accurate information to the customer and conducts the appropriate customer follow up when needed. Initiate resolution forms and track call types to identify trends and improve service delivery. Continuously train and remain up to date with brand-new products, actuality, and tools. Achieves personal and team performance objectives and standards Other duties as assigned The shift for this role is Monday to Friday 9:00am to 6:00pm. KNOWLEDGE, SKILLS & ABILITIES Maintaining a positive, compassionate, and professional demeanor towards clients at all times. Champion a problem-solving approach. Awareness of technology and technical products Excellent written/verbal and follow-up/time management skills Proficient in MS Word, Outlook, Excel, Power Point is required. Relevant SAP experience preferred. Ability to quickly learn a database computer program required Ability to adeptly multitask and prioritize as necessary with strong attention to detail Open to constructive feedback to improve their own performance and to enhance the overall performance of the team Fluent in English and Spanish (French a plus!) EXPERIENCE 1-3 years’ work experience in a mid/large company, preferably in a call center environment or for a luxury retailer Previous experience responding to customer “Chat” messages in an unscripted manner required.

Location: Ciudad de México, MX

Posted Date: 5/9/2025