CUSTOMER CARE AGENT

Scope

The Customer Care Advisor – Junior is the entry‑level role within Pluxee’s care function, responsible for providing prompt, accurate, and empathetic support to clients, consumers, and merchants across multiple service channels. With a focus on learning, consistency, and high‑quality service, this role is key to delivering the first impression of Pluxee’s brand promise and supporting customer satisfaction. The Junior Advisor works under close guidance from team leaders and more experienced colleagues.

Responsibilities

• Handle incoming queries through phone, email, chat, or social channels, following defined scripts and procedures.
• Provide information, troubleshoot common issues, and guide customers on how to use Pluxee products and services.
• Escalate complex or sensitive cases following the defined escalation procedures.
• Document all interactions accurately in the CRM system.
• Adhere to performance targets, including response time, first‑contact resolution, and customer satisfaction.
• Participate in training, coaching, and certification sessions to build knowledge and develop service skills.
• Contribute to a respectful and supportive team environment by sharing learnings and asking for help when needed.
• Follow all company policies and data protection rules during every customer interaction.

Requirements

• Education: High school diploma or equivalent; bachelor’s degree is a plus.
• Work Experience: 0–2 years of experience in customer service or contact center environments. Experience in retail, hospitality, or other client‑facing roles is appreciated.
• Other Skills: Basic proficiency in CRM systems (e.g., Salesforce) and office tools; clear verbal and written communication skills; curiosity and eagerness to learn.
• Languages: Fluency in the local language is required; English is an advantage.
• Working Conditions: Hybrid or on‑site model, depending on country rules; may include shift work.

Technical Competencies

• Service Interaction Execution: Ability to handle standard inquiries and requests using defined procedures and scripts.
• System Navigation: Basic ability to use CRM tools and access knowledge bases during live interactions.
• Problem Identification: Recognizes when an issue exceeds their scope and knows when and how to escal.
• Service Etiquette: Understands and applies tone‑of‑voice and service style guidelines.
• Documentation Accuracy: Ensures that case notes and customer data are captured completely and correctly.

Behavioral Competencies

• Empathy: Demonstrates active listening and understanding in every interaction.
• Reliability: Consistently follows procedures and contributes to team stability.
• Learning Agility: Quickly absorbs new knowledge and applies it in daily tasks.
• Collaboration: Seeks help when needed and supports team spirit.
• Accountability: Takes responsibility for assigned cases and quality of service.

Your Location

CDMX

Equal Employment Opportunity Statement

For recruitment, retention, or promotion processes at Pluxee, we do not discriminate based on race, religion, sexual orientation, condition, physical appearance, or socioeconomic status; nor do we request medical certificates for pregnancy or Human Immunodeficiency Virus (HIV).