Mandate of the role The Customer Experience Specialist is the frontline owner of Circle K's B2B fleet-customer relationship for US and Canada, delivered from Mexico City. The role resolves inbound and outbound customer needs across phone, email, and digital channels, protects account health during onboarding and servicing, and coordinates escalations across Sales, Account Management, Credit, and the processing bank. Beyond day-to-day resolution, the role converts customer lifecycle insights into concrete improvements to Circle K's B2B value proposition, internal procedures, and communications — reinforcing Circle K's B2B growth, satisfaction, loyalty, retention, and referral objectives.

Role responsibilities

- Respond to B2B customer communications by phone, email, and digital channels in a professional, timely, and brand-aligned manner, covering U.S. and Canadian accounts.

- Support online account onboarding, technical troubleshooting, account maintenance, and payment-related requests.

- Proactively identify and triage escalated issues, providing clear guidance and coordinating with the appropriate internal teams (Sales, Account Management, Credit) and the processing bank to deliver efficient resolutions.

- Perform outbound follow-up calls to confirm issue resolution, strengthen customer satisfaction, and reduce churn risk.

- Use CRM and case-management systems (e.g., Salesforce, Genesys) to research, document, and track service requests with accuracy and completeness.

- Translate customer lifecycle knowledge into recommendations that close gaps in the B2B value proposition, procedures, and communications.





- Act as a liaison between customers, the Circle K B2B team, and the processing bank.

- Identify and refer qualified opportunities to Sales, Account Management, or retention teams.

- Achieve monthly and annual KPI targets while adhering to Circle K's guidelines, compliance requirements, and service standards.

- Demonstrate strong working knowledge of Circle K's B2B products, programs, and processes when supporting prospective and existing customers.

Skills required

- Bachelor’s degree in Business, Marketing, Communications, or a related field (preferred, not mandatory).

- 2–3 years of customer service experience supporting customers by phone, email, or digital channels; call center experience preferred.

- Prior experience supporting U.S. and/or Canadian customers strongly preferred.

- Strong computer acumen and proficiency with Microsoft Office tools (CRM/Salesforce is a plus — training provided).

- Business-fluent English: clear, confident verbal communication with US and Canada customers.

- Strong time-management, prioritization, and problem-solving skills in a fast-paced environment.

- Ability to quickly learn and apply internal procedures and compliance requirements.

- Strong computer acumen (Microsoft Office) and quick adoption of new tools.

- Organization, follow-up discipline, and a metrics-driven mindset.

What to expect

- Close collaboration with cross-functional stakeholders to drive execution and continuous improvement.

- Open to feedback from the business, using the right communication channels to continuously improve the customer experience.

📌 Customer Experience Specialist (Ciudad de México)
🏢 HAYS
📍 Ciudad de México