Customer Care Representative

SGS is a world leader in inspection, verification, and certification. Considered a leading global benchmark in quality and integrity, we have more than 93,000 employees and a network of more than 2,600 offices and laboratories worldwide. Our mission is to add value to society to build a better, safer, and more interconnected world.

The Customer Care Representative is the strategic link between the commercial and operations areas and the client, responsible for ensuring the correct execution, monitoring, and integrity of services from their acceptance, planning, performance, and deliverables. They ensure an efficient service experience aligned with commercial commitments, maintaining timely communication with the client and internal areas to guarantee operational compliance, agile incident resolution, and service continuity. Likewise, they drive customer loyalty and satisfaction through proactive follow-up, strengthening long-term relationships and contributing to the achievement of business objectives and the organization's profitability.

Main Activities Indispensable Mexico City. Notify and confirm scheduled audits with the client (except unannounced audits). Confirm audits on the schedule and coordinate changes requested by the client with the Scheduling area. Send audit plans (AP) and service confirmation letters. Manage and send work orders (OT) to the auditing team along with the corresponding documentation and logistics. Coordinate flight reservations, lodging, and transfers when applicable. Send confirmed service logistics to the client. Manage documentation and information storage in internal systems such as CertIQ and Applaudd. Quote services, flights, and lodging when required. Follow up on the auditing team's data entry in the system. Manage administrative communications related to the update of contacts and portal access. Follow up on report delivery and service closure.

Academic Background Bachelor's degree, Engineering, technical career, or related in Business Administration or related areas. Graduated, intern, or completed degree. Experience Minimum 1 year in administrative activities. Experience in customer service and follow-up. Interaction and coordination with operational areas. Knowledge Handling of Windows and Office suite. Advanced English indispensable (written and conversational). Basic knowledge of Quality Management Systems. General knowledge in Social Responsibility topics. Specific Competencies Negotiation. Effective communication at all levels. Customer service and orientation. Problem solving. Working under pressure. Teamwork. Working Conditions Availability to travel between sites.