Ejecutivo de Atención Digital al Cliente

About the role

The Digital Customer Service Executive will be the primary point of contact for customers through phone, chat, email, WhatsApp, and social media platforms. You will manage both proactive and reactive interactions, supporting post‑sale services, commercial campaigns, technical queries, and retention efforts.

Key responsibilities

• Handle customer inquiries across digital and telephone channels, using platforms such as TalkMe.
• Verify and resolve technical questions related to products, services, and pricing matrices.
• Record every interaction in QRM/Salesforce to ensure full traceability.
• Escalate complex cases to specialized teams or senior management when necessary.
• Support factory and seasonal marketing campaigns, executing newsletters and mass broadcasts via TalkMe or authorized tools.
• Manage sales and renewal of SQC contracts, including follow‑up calls, HTML communications, and WhatsApp messages.
• Coordinate vehicle campaign follow‑ups, guiding customers to branches according to established protocols.
• Communicate vehicle status updates to customers and handle escalations to the Customer Service Head or Country Service team.

Required profile

• Strong communication skills with the ability to manage multiple digital channels.
• Detail‑oriented and capable of following defined processes and escalation procedures.
• Experience in customer service, preferably within the automotive or post‑sale environment.

Required skills

• TalkMe platform
• Salesforce
• QRM system
• HTML for email communications
• WhatsApp business messaging