Bilingual Customer Support Advocate (English/Spanish)
Hootsuite
Mexico City, Mexico
hace 18 horas

Please submit your resume in English

We’re looking for a Bilingual Customer Support Advocate (English / Spanish) to help us support our customers providing a world class service within our SLAs using a passionate and positive approach to the job as well in-depth process and product knowledge.

You’ll be working with the Self Serve customers to exemplify great Customer Satisfaction & Quality Assurance. You will report to the Manager, Customer Support, and be based in our Mexico City office once we return to the workplace.

WHAT YOU’LL DO :

  • Assist our customers with prompt, friendly and accurate help through any medium or channel (including email, phone, chat, social and public forums)
  • Troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid and complete information to our customers
  • Identify and promote opportunities for cross / up-sell or churn prevention and guide customers to the best overall solution for them to maximize the value of Hootsuite
  • Communicate in an open, engaging and helpful tone across all channels including email (tickets), chat, phones and social media (Twitter, Facebook)
  • Tailor communication style and troubleshooting delivery to match knowledge or skill level of customer
  • Identify and surface trends of customer or product issues with a focus on potential solutions
  • Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves / AHT)
  • WHAT YOU’LL NEED :

  • Collaboration and Teamwork : works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
  • Commitment to Results : consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
  • Customer Focus : demonstrates a desire to proactively help and serve internal / external customers meet their needs
  • Open Communication : clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
  • Perseverance : pursues everything with energy, drive, and a need to finish doesn’t give up
  • Problem Solving : uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
  • Self Development : is personally committed to, and actively works to continuously improve
  • WHO YOU ARE :

  • Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
  • Curious. You are always learning and seeking ways to make things better.
  • Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
  • Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.
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