Senior Customer Care Representative (Santiago de Querétaro)

About Kerry

• Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries.
• Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world.
• Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition.
• A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly integral environment.

About the role

As a Senior Customer Care Representative, you will be essential in delivering top-notch customer service. You will lead a team, manage daily operations, and drive continuous improvements. This role requires a proactive approach to problem‑solving and effective communication with both your team and senior management.

Key responsibilities

• Supervise the assigned team and manage daily workload and performance.
• Deliver and drive solutions; assist in identifying and implementing improved ways of working within the Customer Care team.
• Manage the DDM process for your team, setting clear objectives aligned with organizational goals, supporting individual development and training needs, and conducting regular meetings to review progress.
• Proactively enhance the service and experience for our customers by implementing action plans and escalation procedures to address issues and identify improvements.
• Communicate effectively with the team and stakeholders to provide feedback, resolve problems, and drive solutions.
• Manage service issues by clarifying customer complaints, determining causes, seeking solutions, and escalating appropriately. Conduct root cause analysis and communicate findings to senior management.
• Monitor performance, providing coaching and mentoring where appropriate.

Qualifications and skills

• Bachelor’s degree plus related experience.
• 1-2 years of experience supervising teams.
• Advanced proficiency in English.