The Role

We are looking for our next Sr. Customer Care Agent within our LATAM Customer Care team. The Sr. Customer Care Agent serves as a key point of contact for customers across Latin America, ensuring efficient order management and responsive service. The position combines SAP expertise, regional market knowledge, and strong stakeholder collaboration to support operational excellence and customer success.

This position is located in Queretaro, Mx.

Profile Overview

The idóneo Sr.Customer Care Agent is a professional with solid experience in customer support, capable of delivering high‑quality service while maintaining strong relationships with customers and internal clients. This role requires a proactive, detail‑oriented individual who is comfortable working in a dynamic and fast‑paced environment.

A strong knowledge of SAP is essential, particularly in modules related to order management, billing, invoicing, and customer data. The Sr.Customer Care Agentshould be able to navigate the system efficiently to process orders, resolve issues, track deliveries,



and support internal teams with accurate and timely information.

In addition, proven experience in the Sr.Customer Care Agent function is highly valued. This includes handling customer inquiries, managing complaints, coordinating with sales, logistics, and finance teams, and ensuring customer satisfaction throughout the entire order‑to‑cash cycle.

Experience and understanding of the Mexican market are critical. The ideal candidate should be familiar with local business practices, customer expectations, and cultural aspects, as well as regulatory and commercial considerations specific to Mexico. Fluency in Spanish and strong communication skills are important to build trust and ensure effective interaction with customers and internal stakeholders.

In addition to supporting Mexico, the must be capable of acting as a backup for other Spanish‑speaking Latin American countries, ensuring continuity of operations

📌 Sr.Customer Care Agent (Santiago de Querétaro)
🏢 Roquette Laisa España
📍 Santiago de Querétaro