Gl Specialist Ii Ensenada - Mexicali - Csl - Tijuana

Senior Experts are responsible for their location's efficiency, and they do so by answering real-time logístical questions as Earners check-in for their appointments, helping high-touch situations, such as lost item returns, and by matching inbound volume of Earners who need help to available Experts in real-time. Senior Experts also spend time shadowing their peers' interactions to develop insights about which programs and processes are chipping in, and which need to be reworked.**What You'll Do**:- Serve business partners through in-person support interactions and proactive outreach for both pre-first trip and post-first trip contact types (assist in the process of registering the platform and understanding the platform, help solve potential problems, guide customers and act as a consultant).- Support your colleagues in difficult interactions.- Follow up on your interactions and first level customer concerns- Align with city goals- Be up to date on process changes and know the correct handling of the Knowledge Bases.- Support the Supervisor in administrative activities for the smooth running operation of the GL- Share customer insights through proper channels with leadership- Proactively bring up challenges within the operation (people, process, and places)- Active participation in team activities/meetings- Provide support for team and team lead in issue deep dive, problem solving and general information and propose solutions**What You'll Need**:- 6 months of proven experience in customer service- Basic understanding of English language- Know how to handle internal and external matters of the business following a professional approach- Teamwork- Proficiency in communication skills- Availability to live in Ensenada, Mexicali, Cabo San Lucas or Tijuana.**Bonus Points If You Have**:- 1 year of experience in the role- Proven experience solving complex GL customer concerns