**C**ustomer**Care** Representative**
**What You**’**ll Do**:
- Handle customer inquiries in a timely, professional, and friendly manner, adhering to Speck service level requirements.
- Resolving customer issues and complaints, processing orders and returns, providing product information, and ensuring overall customer satisfaction.
- Maintaining accurate records of customer interactions and transactions, as well as collaborating with other teams to improve the customer experience. Strong communication skills, problem-solving abilities. essential for this role.
- Ensure compliance with Speck policy and procedure and communicate these to customers in a positive, clear manner.
- Achieve and maintain rapport with both internal and external customers and work to provide the best possible service. Find ways to “delight” customers.
- Process warranty claims and refund requests in a timely and accurate manner, adhering to Speck service levels, policies and procedures.
- Provide administrative support for the Customer Service team as needed.
- Manage escalated customer issues with professionalism, tact and sound judgment to ensure a satisfactory resolution.
- Engage with Speck partners to ensure efficient workflow and timely resolution of customer issues.
- Provide reports to management as required.




- Use business computer and corporate databases to research and retrieve information and manage sales and warranty activity in a timely fashion.
- Support or work with CS management on business tools, processes and metrics as needed.
**What**you need to have**:
- College degree or equivalent experience required.
- Knowledge of customer service principles and practices.
- Must be a strong customer advocate, willing to go the extra mile to ensure customer satisfaction.
- Strong teamwork and interpersonal skills are required.
- Knowledge of Apple products and/or experience with mobile devices (smartphones, MacBooks and tablets) is preferred.
**Key Competencies**:
- Ability to turn a customer issue into a win-win for the customer and Speck.
- Strong verbal and written communication skills.
- Teamwork and interpersonal skills
- Skilled at managing escalated situations and determining appropriate actions and exceptions.
- Organizational skills
- Attention to detail.
- Ability to identify root cause of issues, think and react quickly and possess sound judgment to determine the appropriate approach or action to take.
- Ability to prioritize multiple tasks quickly, calmly and accurately in a fast-paced environment.
- Ability to work independently with mínimal supervision yet participate as a team member with a willingness to help as needed.
- Initiative
- Resilience
- Sense of urgency

📌 Customer Care Representative I Los Pinos (Tijuana)
🏢 North American Production Sharing
📍 Tijuana