The Customer Support Representative’s role is to deliver top quality Customer Service to the Company’s esteemed customers through email and live chat. The role also includes operational and back-office functions. Key Responsibilities: Handle live chats and email communication in order to provide assistance to customers’ enquiries and requests; Resolve incoming customer queries and complaints to ensure customer satisfaction; Process all tasks in a timely, accurate and courteous manner; Complete all related documentation and data entry to high standards and within the set time parameters. Creatively look for options, possibilities and solutions for customers; Sell solutions and deliver results to customers; Ensure that the provision of excellent customer service levels is maintained and exceeded; Ensure that there is adherence to the quality parameters, procedures and policies as established by the Company; Strive to reach each one’s own targets in order to be able to contribute towards the attainment of the Company’s own targets and standard levels; Be responsible to develop and maintain a good knowledge of the Company’s products, services and systems; Be sure to comply with all the company’s business processes,



policies and legislation requirements; To handle all client and customer contacts in line with the Company’s defined standards whilst keeping customer and company details completely confidential from external and third parties; The role includes operational and back-office functions, for which training is provided.
Requirements: A good command of the English language (both written and spoken) is a must. Additional language/s especially Spanish and Portuguese are considered an asset. Experience in a similar role will be considered an asset. Ability to work on shift basis, including frequent night and afternoon/evening shifts.
Estamos contratando: Customer Support Agent
En nuestra área de Customer Service seguimos creciendo y buscamos a un competente apasionado por brindar una experiencia excepcional al cliente.
Responsabilidades clave:
Atender chats en vivo y correos electrónicos con rapidez, precisión y empatía. Resolver dudas, solicitudes y quejas, asegurando siempre la satisfacción del cliente. Gestionar tareas operativas y de back-office con altos estándares de calidad. Identificar soluciones creativas y ofrecer alternativas que generen valor. Mantener un conocimiento sólido de nuestros productos, servicios y procesos. Cumplir con políticas internas, parámetros de calidad y objetivos individuales.
Requisitos:
Dominio del inglés (escrito y hablado). Español y portugués son un plus. Experiencia previa en roles similares es valorada. Disponibilidad para trabajar en turnos, incluyendo tardes.

📌 Customer support representative (Ciudad de México)
🏢 TheLotter
📍 Ciudad de México