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Operations Agent (Monterrey)

SkydropxMonterrey
On-site Full-time

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Experience Level

Entry Level

Qualifications

Qualifications:Strong problem-solving skills and a customer-centric approach. Excellent communication skills, both verbal and written. Ability to work in a fast-paced, collaborative environment. Familiarity with CRM systems, especially Hubspot, is a plus.

About the job

At Skydropx, we are transforming logistics through the dedication and vision of our remarkable team, eager to innovate and make a positive impact on the world.

Join us to develop your career in a dynamic, ambitious, and multicultural work environment.

Your challenges in the team will include:

Proactive Case Management

  • Understand all processes, systems, and tools within the MX Support area.

  • Effectively and efficiently resolve customer inquiries and issues through various contact channels, enhancing their experience.

  • Keep customers informed about updates, changes, and best practices in accordance with established SLAs.

  • Document any reports or requests received from customers, guiding them for future interactions.

Proficiency in Tools

  • Respond to tickets via our CRM, Hubspot, accurately categorizing each case and filling out required properties.

  • Utilize all provided tools for the effective management of daily tasks (Hubspot, Timedoctor, Skydropx platform, Slack, Gmail, etc.).

  • Maintain workflows, automations, and rules within HubSpot to enhance operational efficiency.

Effective Communication

  • Address any inquiries or cases raised by our clients.

  • Reassign cases in the Pipeline that require escalation to our partners or internal departments (Finance, Tech, Partnership, Product, etc.).

  • Assess the severity and complexity of cases and escalate to supervisors when necessary.

  • Demonstrate a sense of urgency for critical cases, ensuring prompt and efficient resolutions.

Monitoring Performance Indicators

  • Meet the performance indicators established by the department (First response time, resolution time, CSAT, quality, productivity).

  • Achieve the KPIs defined in the company’s operational goals.

About Skydropx

Skydropx is a leading logistics innovator dedicated to enhancing the shipping experience through advanced technology and a commitment to customer satisfaction. Our team is passionate about creating impactful solutions that cater to the ever-evolving needs of our clients.

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