Intugo, in partnership with a foreign company specializing in community development financial services, is seeking a Customer Service Tier 1 (Part-Time) representative to provide high-quality customer support through multiple communication channels.

Key Responsibilities
- Handle inbound and outbound customer interactions via phone, email, and chat.
- Respond professionally and empathetically to customer inquiries, complaints, and requests.
- Meet service level agreements (SLAs) and response time expectations.
- Accurately document customer interactions in CRM or Loan Origination Systems (LOS).
- Escalate complex issues to the appropriate department.
- Maintain up-to-date knowledge of company products, services, and policies.
- Meet performance metrics including First Response Time (FRT), Resolution Time, Accuracy, and Customer Satisfaction (CSAT).
- Assist customers with information regarding financial products and business services.
- Identify opportunities to improve customer experience and internal processes.
- Follow customer privacy, security, and identity verification procedures.





Must-Have Requirements
- Previous customer service experience (preferably voice and email support).
- Strong verbal and written communication skills.
- Excellent multitasking and time management abilities.
- Strong problem-solving skills with a customer-first mindset.
- Computer Proficiency (CRM Experience Preferred)
- Ability to work in a fast-paced environment.
- Basic understanding of financial concepts.
- Availability for the assigned schedule.

Nice-to-Have Qualifications
- Experience working with CRM or Loan Origination Systems.
- Previous experience in financial services or lending.
- Process improvement mindset.

Schedule: Approximately 8:30 AM - 5:30 PM CST (Monday-Friday), corresponding to 6:30 AM - 3:30 PM Hermosillo during daylight saving time.

Compensation
- Base Gross Monthly Salary: $15,500 MXN
- Monthly Performance Bonus: Up to $3,800 MXN gross, based on metrics.
-

📌 Customer Support Specialist (Hermosillo)
🏢 Intugo México
📍 Hermosillo