Trabajos
>
Mexico City

    Service Desk Agent - Mexico City, México - Swiss Re

    Swiss Re
    Swiss Re Mexico City, México

    hace 4 días

    Default job background
    Descripción

    Service Desk Agent

    Swiss Re offers modern work models and attractive workplaces that allow all employees to adapt to changing work preferences and life phases. Our Mexico location is looking to build and grow a workforce to work in conjunction with our colleagues around the world providing support to our customers 24/7

    Our Service Desk provides support to internal and external customers for all operational services (. IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services) at first contact and received through the Service Desk channels (. phone, email, chat and self-service portal

    Our main focus is to resolve the customer inquiry, encourage and educate in self-help processes or transfer the ticket to the dedicated support team using defined handling procedures and knowledge bases.

    The job requires a strong customer orientation to deliver the highest possible level of customer satisfaction through professional inquiry handling, resolution and management, while understanding and following processes in a multifaceted and changing environment. Our goal is to strive for the best customer experience while assisting and resolving inquiries.

    We offer you benefits above the law such as:

    • 60 day Christmas bonus
    • 15 vacation days per year

    • Food and restaurant vouchers

    • Savings fund

    • Yearly performance bonus

    Responsibilities.

    Main responsibility:

    • Provide first point of contact and support for any customer inquiry received through our Service Desk contact channels (. phone, chat, email, self-service portal tickets) and focusing on resolving the customer inquiry at first contact or transfer the ticket to the appropriate support team using defined handling procedures.

    Other responsibilities:

    • Provide outstanding customer handling skills for maintaining high quality customer experience
    • Log all inquiries into the Service Now ticketing tool accurately with comprehensive work notes and customer communication details. Enforce ticket-handling processes and procedures.

    • Responsible for ticket triage and routing to the appropriate support owner group.

    • Provide feedback and proactively raise areas of improvement in fields of customer service, process, and tools.

    • Ensure availability is given for all operational hours (will include public holidays and weekends) and enforce performance guidelines as the need arises by Service Desk management to maintain operational efficiency.

    • Ensure alignment to all Service Management processes, coordinating activities between multiple support groups to achieve agreed SLA's and OLA's.

    • Participate in implementation of new services and releases for the Service Desk readiness.

    • Undertake any training and development required for the role and stay ahead of any changes to knowledge articles required to provide excellence in support of our customers.

    • Support agent colleagues by sharing knowledge to improve overall customer experience.

    • Strong team working attitude and the eager to learn, share, and react on feedback to any members of the team

    • Alignment to Swiss Re policy and procedures around confidential, personal and sensitive data.

    Requirements

    • Proficient in English(main) and Spanish. Portuguese strong plus.
    • High-school or equivalent as minimum.

    • Schedule flexibility. (And availability to, if needed, work on weekends and/or holidays)

    • Experience with ticketing tools and effectively documenting interactions.

    • An IT environment and/or IT Service Desk experience is a strong plus.

    • At least 2 years in a customer service role

    • Ability to apply negotiation and conflict resolution skill to difficult customer calls

    • Empathetic, flexible and team-oriented personality

    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

    About Swiss Re

    Swiss Re is one of the world's leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

    Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.

    Keywords:
    Reference Code: 128953
  • Grupo Proare SA de CV

    Agente Help Desk

    hace 3 días

    Grupo Proare SA de CV Ciudad de México

    Únete a nuestro equipo como Agente de TI Service Desk · En Grupo Proare brindamos consultoría y servicios de TI a grandes empresas líderes en su ramo y nos encontramos en búsqueda de talento para nuestra área de mesa de ayuda y soporte de 1er nível. · Requisitos: Experiência míni ...

  • Grupo Proare SA de CV

    Agente Service Desk

    hace 1 semana

    Grupo Proare SA de CV Ciudad de México

    Únete a nuestro equipo como Agente de TI Service Desk · En Grupo Proare brindamos consultoría y servicios de TI a grandes empresas líderes en su ramo y nos encontramos en búsqueda de talento para nuestra área de mesa de ayuda y soporte de 1er nível. · **Requisitos**: · Experiênci ...

  • RCD Hotels

    Agente de Group Desk

    hace 1 semana

    RCD Hotels México

    RCD Hotels es un conjunto de hoteles de lujo en diferentes destinos turísticos como Estados Unidos, México y República Dominicana, cada uno con su propia personalidad. Estamos en búsqueda de tu talento como: · Agente Group Desk · Objetivo del puesto: Asistir al equipo de ventas e ...

  • Marriott International, Inc

    Agent-spa Desk

    hace 19 horas

    Marriott International, Inc Ciudad de México

    **Número de Empleo** · **Categoría de Empleo** Spa · **Ubicación** The Ritz-Carlton Mexico City, Avenida Paseo de la Reforma 509, Mexico City, Distrito Federal, Mexico VER EN MAPA · **Horario** Full-Time · **¿Ubicación remota?** N · **¿Reubicación?** N · **Tipo de Posición** Non ...

  • Marriott International, Inc

    Agent-front Desk

    hace 1 semana

    Marriott International, Inc Ciudad de México

    **Número de Empleo** · **Categoría de Empleo** Rooms & Guest Services Operations · **Ubicación** The Ritz-Carlton Mexico City, Avenida Paseo de la Reforma 509, Mexico City, Distrito Federal, Mexico VER EN MAPA · **Horario** Full-Time · **¿Ubicación remota?** N · **¿Reubicación?* ...

  • Marriott International, Inc

    Agent-front Desk

    hace 1 semana

    Marriott International, Inc Ciudad de México

    **Número de Empleo** · **Categoría de Empleo** Rooms & Guest Services Operations · **Ubicación** The Ritz-Carlton Mexico City, Avenida Paseo de la Reforma 509, Mexico City, Distrito Federal, Mexico VER EN MAPA · **Horario** Full-Time · **¿Ubicación remota?** N · **¿Reubicación?* ...

  • Marriott International, Inc

    Agent-spa Desk

    hace 19 horas

    Marriott International, Inc Ciudad de México

    **Número de Empleo** · **Categoría de Empleo** Spa · **Ubicación** The Ritz-Carlton Mexico City, Avenida Paseo de la Reforma 509, Mexico City, Distrito Federal, Mexico VER EN MAPA · **Horario** Full-Time · **¿Ubicación remota?** N · **¿Reubicación?** N · **Tipo de Posición** Non ...

  • Mondrian

    Front Desk Agent

    hace 1 día

    Mondrian Ciudad de México

    **Descripción de la empresa** · El Mondrian Condesa, con un diseño fascinante y una gastronomía deliciosa, representa la energía de Ciudad de México, un crisol de culturas. El hotel, con una ubicación perfecta entre dos barrios fascinantes, le hará viajar a un cuento de hadas cul ...

  • Marriott International, Inc

    Agent-spa Desk

    hace 1 semana

    Marriott International, Inc Ciudad de México

    **Número de Empleo** · **Categoría de Empleo** Spa · **Ubicación** The Ritz-Carlton Mexico City, Avenida Paseo de la Reforma 509, Mexico City, Distrito Federal, Mexico VER EN MAPA · **Horario** Full-Time · **¿Ubicación remota?** N · **¿Reubicación?** N · **Tipo de Posición** Non ...

  • AZKA IT Consulting

    Agente Service Desk

    hace 1 semana

    AZKA IT Consulting Miguel Hidalgo, México

    Tecnico de soporte · Perfil con experiência de 2 años en soporte técnico que conozca de mantenimiento correctivo y preventivo, configuración de equipos, cableado estructurado y manejo en nível junior de fibra óptica, migraciones y coaxial. · Género y edad indistinto · Inventarios ...

  • Umbral, Curio Collection by Hilton

    Front Desk Agent

    hace 1 semana

    Umbral, Curio Collection by Hilton Ciudad de México

    **Front Desk Agent (Hotel)** · *Proceso de Check In / Check out. · *Resolucion de Problemas. · *Manejo de Terminales bancarias. · *Atencion a los detalles. · *Inglés avanzado indispensable. · Pay: $8, $10,000.00 per month · COVID-19 considerations: · Acordadas por GOB CDMX · Work ...

  • SONDA IT

    Agente de Service Desk 1a

    hace 1 semana

    SONDA IT Ciudad de México

    ¿Por qué ser parte de SONDA? · La respuesta es muy simple: porque al igual que tú, amamos lo que hacemos, tenemos pasión por la innovación y estamos convencidos de que a través del conocimiento y de la tecnología no solo vamos a transformar los negocios de nuestros clientes, sino ...

  • HOTELES RIU

    Agente Informático Service Desk

    hace 1 semana

    HOTELES RIU México

    RIU HOTELS, cadena comprometida con la igualdad en el empleo, líder en el sector vacacional, con más de 100 hoteles en 16 países, selecciona para su central en Cancún: · Técnico Sistemas Operaciones · Descripción del empleo · Sistemas operativos cliente Windows · Sistemas operati ...

  • Marriott International, Inc

    Welcome Desk Agent

    hace 3 días

    Marriott International, Inc Ciudad de México

    **Job Number** · **Job Category** Rooms & Guest Services Operations · **Location** W Mexico City, Campos Eliseos 252, Mexico City, Edomex, Mexico · **Schedule** Full-Time · **Located Remotely?** N · **Relocation?** N · **Position Type** Non-Management · *** · Process all guest c ...

  • EagleBurgmann Mexico S.A. de C.V.

    Service Desk Agent

    hace 3 días

    EagleBurgmann Mexico S.A. de C.V. México

    Freudenberg is a global technology group that strengthens its customers and society long-term through forward-looking innovations. Together with our partners, customers and the world of science, we develop leading-edge technologies, and excellent products, solutions and services ...

  • Marriott International, Inc

    Welcome Desk Agent

    hace 2 días

    Marriott International, Inc Ciudad de México

    **Job Number** · **Job Category** Rooms & Guest Services Operations · **Location** W Mexico City, Campos Eliseos 252, Mexico City, Edomex, Mexico · **Schedule** Full-Time · **Located Remotely?** N · **Relocation?** N · **Position Type** Non-Management · *** · Process all guest c ...

  • Marriott International, Inc

    Agent-spa Desk

    hace 3 días

    Marriott International, Inc México

    **Job Number** · **Job Category** Spa · **Location** Zadun a Ritz-Carlton Reserve, Boulevard Mar de Cortez, San Jose del Cabo, Baja California Sur, Mexico · **Schedule** Full-Time · **Located Remotely?** N · **Relocation?** N · **Position Type** Non-Management · *** · Schedule s ...

  • KUKUN

    Front Desk Agent

    hace 1 semana

    KUKUN Iztapalapa, México

    Hola · KUKUN busca a su próximo Front Desk Agent, en CDMX para un Startup que está revolucionando el mundo de la hospitalidad. Es una vacante que requiere ser empático, orientado a las soluciones, mucha energía, organización y liderazgo. · Actividades: · - Ser el primer contacto ...

  • Sonder

    Front Desk Hospitality Agent

    hace 1 semana

    Sonder Ciudad de México

    Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in 2014 and headquartered in San Francisco, Sonder is making a world of better s ...

  • Sonder

    Front Desk Hospitality Agent

    hace 2 días

    Sonder Ciudad de México

    Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in 2014 and headquartered in San Francisco, Sonder is making a world of better s ...