Customer Support Specialist
Empresa
Intugo
Estado
Sonora
Ciudad
Hermosillo
Tipo de Contrato
Tiempo Completo
Salario
15,500
Descripción
Intugo, in partnership with a foreign company specializing in community development financial services, is seeking a Customer Service Tier 1 (Part-Time) representative to provide high-quality customer support through multiple communication channels. The company focuses on helping small business owners gain access to financial resources and emphasizes professionalism, customer satisfaction, and operational efficiency.
Key Responsibilities
Handle inbound and outbound customer interactions via phone, email, and chat.
Respond professionally and empathetically to customer inquiries, complaints, and requests.
Meet service level agreements (SLAs) and response time expectations.
Accurately document customer interactions in CRM or Loan Origination Systems (LOS).
Escalate complex issues to the appropriate department.
Maintain up-to-date knowledge of company products, services, and policies.
Meet performance metrics including First Response Time (FRT), Resolution Time, Accuracy, and Customer Satisfaction (CSAT).
Assist customers with information regarding financial products and business services.
Identify opportunities to improve customer experience and internal processes.
Follow customer privacy, security, and identity verification procedures.
Must-Have Requirements
Previous customer service experience (preferably voice and email support).
Strong verbal and written communication skills.
Excellent multitasking and time management abilities.
Strong problem-solving skills with a customer-first mindset.
Computer proficiency (CRM experience preferred).
Ability to work in a fast-paced environment.
Basic understanding of financial concepts.
Availability for the assigned schedule.
Nice-to-Have Qualifications
Experience working with CRM or Loan Origination Systems.
Previous experience in financial services or lending.
Process improvement mindset.
Schedule: Approximately 8:30 AM – 5:30 PM CST (Monday–Friday), corresponding to 6:30 AM – 3:30 PM Hermosillo during daylight saving time.
Compensation:
Base Gross Monthly Salary: $15,500 MXN
Monthly Performance Bonus: Up to $3,800 MXN gross, based on metrics.
Weekly pay.
Benefits:
$1,000 MXN grocery vouchers.
Roundtrip transportation.
Key Responsibilities
Handle inbound and outbound customer interactions via phone, email, and chat.
Respond professionally and empathetically to customer inquiries, complaints, and requests.
Meet service level agreements (SLAs) and response time expectations.
Accurately document customer interactions in CRM or Loan Origination Systems (LOS).
Escalate complex issues to the appropriate department.
Maintain up-to-date knowledge of company products, services, and policies.
Meet performance metrics including First Response Time (FRT), Resolution Time, Accuracy, and Customer Satisfaction (CSAT).
Assist customers with information regarding financial products and business services.
Identify opportunities to improve customer experience and internal processes.
Follow customer privacy, security, and identity verification procedures.
Must-Have Requirements
Previous customer service experience (preferably voice and email support).
Strong verbal and written communication skills.
Excellent multitasking and time management abilities.
Strong problem-solving skills with a customer-first mindset.
Computer proficiency (CRM experience preferred).
Ability to work in a fast-paced environment.
Basic understanding of financial concepts.
Availability for the assigned schedule.
Nice-to-Have Qualifications
Experience working with CRM or Loan Origination Systems.
Previous experience in financial services or lending.
Process improvement mindset.
Schedule: Approximately 8:30 AM – 5:30 PM CST (Monday–Friday), corresponding to 6:30 AM – 3:30 PM Hermosillo during daylight saving time.
Compensation:
Base Gross Monthly Salary: $15,500 MXN
Monthly Performance Bonus: Up to $3,800 MXN gross, based on metrics.
Weekly pay.
Benefits:
$1,000 MXN grocery vouchers.
Roundtrip transportation.