Customer Service Specialist

TL;DR

Customer Service Specialist (Customer Support): Managing customer interactions and complaint resolution for a global consumer brand with an accent on multichannel communication and data quality. Focus on classifying and reporting customer feedback to drive operational improvements and ensure timely resolution of cases.

Location: Must be based in Mexico (Remote)

Company

hirify.global is an experience innovation company that helps brands create meaningful connections through data, technology, creativity, and human-centered experiences.

What you will do

• Manage customer service channels including phone, WhatsApp, and email to provide professional and empathetic responses.
• Collect, document, and classify customer feedback and complaints according to defined reporting standards.
• Register and track complaints within client and quality management systems to maintain data integrity.
• Generate detailed reports and analyze data to identify recurring trends and improvement opportunities.
• Coordinate with quality and operations teams to handle replacements, warranty claims, and case resolutions.
• Collaborate with cross-functional teams to drive continuous improvement initiatives based on customer insights.

Requirements

• Experience in customer service, support, or complaint management roles.
• Proficiency in managing multiple communication channels (phone, messaging platforms, email).
• Experience working with ticketing platforms such as Zendesk or similar.
• Strong proficiency in Microsoft Excel and Google Sheets for data management and reporting.
• Ability to organize and maintain large volumes of customer information with high attention to detail.
• Must be based in Mexico.

Nice to have

• Experience with Quality Management Systems (QMS) or complaint tracking platforms.
• Knowledge of reporting and visualization tools like Looker Studio.
• Experience with social media management tools such as Emplifi or Hootsuite.
• Familiarity with warranty and replacement management processes.

Culture & Benefits

• Collaborative, multicultural work environment.
• Strong emphasis on continuous learning and innovation.
• Inclusive culture where diverse perspectives are valued.
• Opportunity to work as part of a global team with a customer-centric focus.