Analyst, GBS - Contact Center Senior Agent-1

Job Description
Position Overview
The 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 development 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

Qualifications
2. Experience

• Experience working in a shared services or Global Capability Center environment preferred.

• Strong business acumen, ideally within Food&Beverage or FMCG industries;

• 2+ years consumer service representative.

• Experience in a contact center preferred.

• Salesforce experience preferred.

3. Skills

• MS Office - usage of MS systems (Outlook, Word, Excel, PPT)

• Customer service mindset.

• Continuous improvement mindset.

3. Language

• English proficiency - must have C1 or equivalent. Excellent grammar and communication skills.

• French proficiency - nice to have - B2 or equivalent.

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.