Location: Merida, Mexico (In-Office required: Monday – Friday)

About Balfour & Co.

Balfour & Co. is one of the world’s leading Collegiate and High School commencement services companies, offering innovative, personalized products like class jewelry, yearbooks, regalia, school uniforms and photography. With brands such as Balfour®, GradImages®, ArtCarved®, and more, we’ve been helping students celebrate life’s most meaningful moments since 1913. Balfour has around 4,000 employees and operates in 3 countries.

JOB SUMMARY:

Responsible for answering questions and requests directly made by consumers, agents and also guides and advises about product description, specifications / Manages customer service for key accounts / Coordinates with other departments to achieve customer satisfaction (shipping, manufacturing) / Can be assigned to special customer service related projects / Handles escalated cases from other agents / Handles calls from sales representatives / Data and order entry to internal systems via web applications or computer programs / Applies payments and or financial information into internal or third-party programs / Verifies and corrects published data on websites / Internal and customer written communication / (Promotion, new hire only for exceptional cases)

ESSENTIAL POSITION FUNCTIONS:

• Handles customer calls providing information solving problems and entering customer orders
• Handles escalated calls from other agents
• Proactive customer problem resolution
• Call customers, sales reps, shipping, manufacturing, for follow up on escalations and special requests
• Enter product order information into internal systems accurately and in a timely manner
• Redacts and replies e-mails to internal and external customer recipients in English
• Data interpretation and generation from internal systems reports
• Generates periodical reports on activities and from systems data
• Follow up on customer communication by email and phone calls
• Follow up on pending tasks (queries, past orders, incomplete reports)
• Redacts and replies e-mails to internal, sales representatives and customer (e.g., direct consumers, school administrators, alumni offices, etc.) recipients in English

SPECIALIZED KNOWLEDGE/SKILLS

• Fluent English speaker at minimum 100% comprehension, written at 100%
• Proficient in personal computers
• Knowledge of Balfour product offerings
• Comfortable using Microsoft Office programs (Excel, Word and Outlook)
• Typing at minimum 35 words per minute
• Strong phone contact handling skills and active listening

• Problem solving and capable to manage high stress situations
• Demonstrates leadership
• Attention to detail, able to multitask (ability to work on several computer systems at once)
• Excellent negotiator
• Organized, punctual and committed
• Ability to work under pressure and meet deadlines
• Good team player and able to work cross-functionally
• Positive attitude
• Ability to function independently and multitask
• Demonstrates ability to take on more responsibility

EDUCATION/EXPERIENCE:

• Bachelor’s Degree preferable
• 1 year of Customer Service experience