Customer Service Representative
SpotOn
Customer Service Representative
At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.
Recently, SpotOn was:
- Named one of Fast Company's Most Innovative Companies
- Awarded Great Places to Work and Built In's Best Workplaces for the fourth year in a row
- Selected as the Best Overall Restaurant POS by NerdWallet
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.
That's where you come in.
Join Our Customer Service Team as a Customer Service Representative!
Location: Mexico City, MX Job Type: Full-Time
Job Summary
The Software Expert provides technical support and customer assistance for restaurant management software, billing, menu catalogs, delivery services, and account maintenance. This role requires a mix of technical expertise, problem-solving, and excellent customer service skills to ensure quick and effective issue resolution.
Key Responsibilities
Customer Advocacy & Communication
- Listen actively and respond empathetically to customer concerns.
- Maintain professionalism and clarity in written and verbal communication.
- Handle conflicts effectively and ensure customer satisfaction.
Collaboration & Teamwork
- Work with internal teams (support, sales, product) to resolve issues.
- Assist and guide team members as a subject matter expert.
Technical Support & Troubleshooting
- Provide basic tech troubleshooting for software, connectivity, and account access.
- Guide customers through troubleshooting steps clearly and effectively.
- Escalate complex issues when necessary.
Product & Process Knowledge
- Understand the company's products, features, and policies.
- Educate customers on best practices and self-service options.
Customer Service & Call Handling
- Manage inbound calls professionally, ensuring quick and effective resolutions.
- Maintain a positive tone and strive for first-call resolution.
Problem-Solving & Critical Thinking
- Diagnose root causes of issues and provide long-term solutions.
- Think creatively to solve complex customer problems.
Multitasking & Organization
- Prioritize tasks, manage multiple cases, and meet service expectations.
- Maintain accurate records of customer interactions and resolutions.
System & Tool Proficiency
- Use CRM systems, ticketing tools, and knowledge bases efficiently.
- Stay updated on system improvements and new features.
Ownership & Accountability
- Take full responsibility for customer issues, ensuring resolution and follow-ups.
- Commit to high-quality service and continuous improvement.
Ideal Candidate Skills
Strong communication & interpersonal skills Technical troubleshooting & problem-solving ability Customer-focused mindset with a proactive approach Ability to multitask and work efficiently under pressure Experience with support tools (e.g., Salesforce, helpdesk software)
What We Offer:
- Base Salary: $18,250.00 MXN + Performance Bonus: $3,660.00 MXN
- Food Vouchers: $1,500.00 MXN per month
- Comprehensive Benefits: Law benefits, SGMM, Visual Insurance, Dental Insurance, Life Insurance
- Perks: Total Pass (gym membership), Career Development & Growth Opportunities
This role is perfect for someone passionate about software support, customer service, and problem-solving in a dynamic environment.
SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.
SpotOn is an e-verify company.