Senior Analyst, GBS - Contact Center Agent

Requirements

• 3+ years as a consumer service representative/contact center representative
• Salesforce experience preferred.
• MS Office - usage of MS systems (Outlook, Word, Excel, PPT)
• Customer service mindset .
• Continuous improvement mindset .
• English proficiency - must have C1 or equivalent. Excellent grammar and communication skills .
• Location(s)
• Mexico City - Antara Tower A - 5th Floor - Local Office
• Kraft Heinz is an Equal Opportunity Employer - Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes .

Additional Information

Job Description Position Overview Th e Sr . Customer Support Representative role serves primary contact to resolve escalated request within our Global Capability Center (GCC) in Mexico City, providing hands-on support to our consumers contact for multiple brands / channels Primary Responsibilities Establishes and maintains a well-rounded knowledge base of all team products/services Provides timely and effective coaching and feedback Provides consultative support to the team and client representatives Identifies and observes trends and takes appropriate action to resolve Proactively generates ideas to improve the account process, technology, and /or reduce consumer complaints Handles customer contacts via social media, chat, phone or email as needed to support the account. Works with internal/external departments to update and modify the program(s) database, scripting, enclosures and reports to increase productivity and ensure that quality and accurate information is available. Provides guidance and database expertise for new process changes. Assists with the deve lopment and facilitation of training and/or training materials. Serves as resource for program product knowledge and systems information and recommends corrective resolution to address specific issues/questions/customer complaints. May serve as SME for CRM and Telephony. Performs administrative duties such as report generation and team documentation as assigned

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