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)

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.