Customer Service Analyst

Operations Mexico City, Mexico


Description

 

 

HH Global is a global marketing services group specializing in the execution of print, digital and retail media. Providing services to brands and retailers, both directly and via their nominated agencies, HH Global delivers a seamlessly integrated customer brand experience and a greater measurable return on marketing investment. With offices across Europe, the US, Latin America, the Middle East and Asia-Pacific, we deliver for some of the most successful and challenging brands in the world and are a market leader in the coordinated, leveraged, management of global marketing supply chains to unify and synchronize all customer touchpoints across print, digital and retail media.

 

Customer Service Analyst

The Customer Service Analyst is responsible for responding to customer inquiries, including tracking delivery dates and handling issue resolution. This person works within a ticketing queue to provide superior customer service.

 

 

KEY RESPONSIBILITIES:

  • Respond to customer inquiries through service desk support platform, ensuring all customer communications are logged within the system.
  • Respond to the customer on refunds, exchanges, or cancellation requests of an eStore order and coordinate with the internal department to execute.
  • Update the customer on the status of their order and provide tracking information as available within various internal systems.
  • Initiate process internally to request customer credit limit increase.
  • Assist the customer on a request to rush an eStore order; working with account teams and suppliers to achieve desired outcome.
  • Assist the customer set up team and/or production team with creating new customer accounts. 
  • Assist with tracking uploads that haven’t been successfully uploaded by the supplier into the eStore.
  • Coordinate with internal departments to effectively assist with issue resolution. 
  • Coordinate with account teams on customer invoice inquiries.

 

 

REQUIREMENTS:

  • 1+ years of experience working in a customer service 
  • Bachelor’s degree in administration or related field preferred or equivalent work experience
  • Excellent written and verbal communication skills. 
  • Bilingual (English & Spanish)
  • Proficiency with Microsoft Office software. 
  • Demonstrated aptitude in learning new technology for application in a professional environment. 
  • Proven track record of continuously meeting or achieving established goals. 
  • Ability to adapt across a wide range of business scenarios, including fast-paced environments.

 

 

 

Equal Employment Opportunity Employer: HH Global is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender, gender identity and gender expression, or any other characteristic protected by law

 

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