Customer Service Administrator

About the role

At Grupo MAS, we are looking for a CUSTOMER SERVICE CLERK who wants to be part of this challenge, contributing an operational, analytical, and customer-oriented vision.

🎯 MISSION

To improve customer satisfaction before, during, and after their relationship with the company through professional, effective, and high-quality remote service, which includes both the agile and precise management of their telephone orders as well as driving sales and personalized commercial management oriented toward their needs.

What you'll do

📋 JOB FUNCTIONS

1. Handling Customer Requests and/or Complaints

- Analyze and respond with diligence (promptness), efficacy (correctness/solution), and efficiency (proper use of resources) to requests, complaints, doubts, or inquiries from both external and internal customers.

- Handle customer calls to place telephone orders.

- Enter orders into the established systems rigorously, ensuring correct coding, quantities, deadlines, and conditions.

- Resolve customer doubts regarding availability, prices, and delivery conditions.

- Coordinate with the corresponding departments (logistics, stores...) to guarantee correct order processing.

- Follow up on orders and keep the customer informed about their status.

- Perform proactive sales during telephone service, recommending complementary or promotional products.

- Detect unexpressed customer needs and offer solutions aligned with their profile.

- Relay detected sales opportunities to the commercial departments or store managers where appropriate.

- Follow-up and control of actions undertaken in response to customers (external and internal), as well as analysis of the results obtained.

- Detect recurring patterns and propose improvements or structural solutions.

- Participate in team meetings by providing suggestions based on direct contact with customers.

- Execute defined actions or assignments to reinforce customer loyalty.

- After-sales management in digital business

- Management of promotion communications to customers and AR5 stores

- Ad hoc customer inquiries: service assessment, satisfaction level, etc.

What we're looking for

* Basic qualification: Compulsory Secondary Education

*Desirable qualification:

• Intermediate Vocational Training: Business Administration, Economics, Business, Marketing.
• Customer Service and Commercial Management courses.
• Digital competence course.

* Professional Experience: Between 6 months and 1 year in customer service positions.

* Other Requirements:

• Knowledge of Microsoft Office, Customer Service, and Time Management.
• Digital skills.
• Agility in handling order management tools and databases.
• Basic knowledge of products, promotions, and availability of the commercial catalog.
• Basic English level.

COMPETENCIES

1. Corporate Identity.

2. Teamwork.

3. Digital Competence.

4. Analytical Thinking.

5. Organization, Rigor, and Quality.

6. Results Orientation.

7. Communication and Influence.

8. Flexibility.

9. Emotional Management.