Customer Care Agent

Responsibilities

• Handle incoming queries through phone, email, chat, or social channels, following defined scripts and procedures.
• Provide information, troubleshoot common issues, and guide customers on how to use Pluxee products and services.
• Escalate complex or sensitive cases following the defined escalation procedures.
• Document all interactions accurately in the CRM system.
• Adhere to performance targets, including response time, first-contact resolution, and customer satisfaction.
• Participate in training, coaching, and certification sessions to build knowledge and develop service skills.
• Contribute to a respectful and supportive team environment by sharing learnings and asking for help when needed.
• Follow all company policies and data protection rules during every customer interaction.

Requirements

• Education
• High school diploma or equivalent; bachelor's degree is a plus.
• Work Experience
• 0-2 years of experience in customer service or contact center environments.
• Experience in retail, hospitality, or other client-facing roles is appreciated.
• Other Skills
• Basic proficiency in CRM systems (e.g., Salesforce) and office tools.
• Clear verbal and written communication skills.
• Curiosity and eagerness to learn.
• Languages
• Fluency in the local language is required.
• English is an advantage.
• Working Conditions
• Hybrid or on-site model, depending on country rules.
• May include shift work.
• TECHNICAL COMPETENCIES
• Service Interaction Execution
• Ability to handle standard inquiries and requests using defined procedures and scripts.
• System Navigation
• Basic ability to use CRM tools and access knowledge bases during live interactions.
• Problem Identification
• Recognizes when an issue exceeds their scope and knows when and how to escalate.
• Service Etiquette
• Understands and applies tone-of-voice and service style guidelines.
• Documentation Accuracy
• Ensures that case notes and customer data are captured completely and correctly.
• BEHAVIORAL COMPETENCIES
• Empathy
• Demonstrates active listening and understanding in every interaction.
• Reliability
• Consistently follows procedures and contributes to team stability.
• Learning Agility
• Quickly absorbs new knowledge and applies it in daily tasks.
• Collaboration
• Seeks help when needed and supports team spirit.
• Accountability
• Takes responsibility for assigned cases and quality of service.
• 📍 Your location
• CDMX
• ☀️ Happy at work

Benefits

Additional Information

Permanent Regular Job Description: Pluxee is a global player in employee benefits and engagement that operates in 31 countries, hepling companies attract, engage, and retain talent. Powered by over 5,000 engaged team members, Pluxee serves as a trusted partner to over 500,000 customers, 36 million consumers and 1.7 million merchants worldwide. Conducting its business as a trusted partner for over 45 years, Pluxee has helped make work not just a place to be, but a place to belong. Our Vision is to strengthen our positive impact on all its stakeholders by promoting solidarity, diversity, inclusion, and sustainability, in pursuit of progress for all. Life at Pluxee At Pluxee México we offer our collaborators the possibility of positively impacting people´s lives, the possibility of growing professionally through continuous learning, the invitation to not stand still and adapt to changes. Our collaborative and friendly work team motivates us to give our best. A meaningful job : build the future of employee benefits and open up a world of opportunities to help people enjoy more of what really matters in their lives. It counts! An attractive offer : competitive salary, multiple benefits (meal tickets, health insurance, etc...), parental benefits, internal events, and more! A great culture : we authentically respect and care for our people, embrace new ideas, promote a culture of recognition, value building diverse teams, and care for the planet with our sustainability strategy. Cultural fit At Pluxee we think outside the box! To be successful you will need: Spirit Tireless: Your energy, giving your best, even in changing and challenging times. Desire to Add: Propose solutions, be decisive, autonomous and independent. Teamwork: Your mentality aimed at collaborating and seeking victories together. Criterion and Knowledge: Your experience and desire to grow. Adaptable: Availability to work in a hybrid model (4 days in our Mexico City office and 1 day home office). Oriented towards operational excellence: Find solutions and learn from difficult experiences. 🚀 Your next challenge SCOPE The Customer Care Advisor - Junior is the entry-level role within Pluxee's care function, responsible for providing prompt, accurate, and empathetic support to clients, consumers, and merchants across multiple service channels. With a focus on learning, consistency, and high-quality service, this role is key to delivering the first impression of Pluxee's brand promise and supporting customer satisfaction. The Junior Advisor works under close guidance from team leaders and more experienced colleagues.

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