This is a fully remote position, open to applicants in Mexico.

• Accurately process replacement and swap orders, ensuring adherence to established service level agreements (SLAs).

• Daily monitor and manage order queues, ensuring prompt action on all cases.

• Manage inbound and outbound customer communications (via phone and email) concerning replacement requests, order statuses, and case updates.

• Create, update, and maintain accurate case records within Salesforce or other case management platforms.

• Achieve defined productivity, quality, and customer satisfaction key performance indicators (KPIs).

• Collaborate with cross-functional teams to address complex cases and enhance operational workflows.

• Assist internal teams with issue resolution and the execution of operational processes.

• Contribute to the ongoing improvement of support documentation and knowledge base.

• 1–3 years of experience in customer service, call center operations, or case management environments.

• Residing in Merida, Yucatán (the position is remote, but occasional office team gatherings are required).

• Demonstrated ability to thrive in fast-paced, high-volume operational environments.

• Strong proficiency in Microsoft Office or Google Workspace (with a preference for Excel/Google Sheets).

• High level of accuracy and meticulous attention to detail in data entry and case management.

• Capability to multitask across calls, emails, chats, and case queues simultaneously.

• Excellent written and verbal communication abilities.

• Advanced proficiency in English (both spoken and written), enabling effective collaboration with customers and cross-functional teams.

• Strong organizational skills with the ability to prioritize urgent tasks while maintaining accuracy.

• A team-oriented mindset, complemented by a positive attitude and a commitment to continuous improvement.

• Health insurance.

• Flexible working hours.

• Professional development opportunities.

Bilingual Swap Specialist

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