Join ENGIE Mexico and be a protagonist in the energy transition!

We, the 98,000 collaborators of ENGIE, are present on every continent. We rely on our unique integrated model to accelerate growth in renewable energies, develop flexible assets, operate gas and electricity infrastructures, and support the decarbonization of our clients.

In Mexico, we have 27 years of experience, and our four Business Units allow us to supply more than 3.5 million people, generating over 20,000 direct and indirect jobs.

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.

Position Mission: Ensure the attention and resolution of all complaints and clarifications generated by customers and prospects, seeking total customer satisfaction; through the mechanisms, policies, and procedures implemented by the organization.

Your Impact: As Customer service executive, you will have the opportunity to contribute directly to our mission by performing the following key functions:

Ensure the follow-ups of each customer through the different support channels based on the applicable procedures considering the response times.

Provide information and guidance on registering for the app and/or website to learn about the different services (payment, recurring charges, paperless, etc).

Carry out the closure of service orders and follow-up to inform the customer by function and activity that corresponds to them (inspections, closure at the request of the user, meter installation, meter removal, and meter reconnections).

Ensure that for every interaction with the customer, they complete the satisfaction survey with the purpose of increasing the NPS.

Ensure that customers, at the time they cancel their service, complete the survey in order to understand the reason for cancellation as well as the charge for it (meter removal) when generating the final bill.

Generation and tracking of leads (Fenix) in new contracts and rehire.

Carry out customer retention in accordance with the current collection policy and procedure.

Ensure the website support is provided promptly within a period of no more than 24 hours from the time of receipt.

Avoid complaints to Profeco arising from poor service or lack of follow-up.

Ensure the follow-up and closure of business operations until their conclusion (Informative and requests to other areas).

Ensure the monitoring and billing of the budgeted charges by OyM (Valves, damage to connections, meters due to water damage, etc.) as well as the charges for tampered meters.

Make collection calls, send payment reminders by mail, and conduct door-to-door collection to ensure the recovery of the receivables.

Generate the Fresh Eyes based on the objective assigned by management, making safety observations in your work environment in accordance with the current HSSE regulations.

Requirements: To join our team as Customer service executive, we are looking for:

• Education and Experience: Bachelor's degree in marketing and/or Business Administration Technical Skills: Management of SAP, knowledge of customer management platforms Freshdesk, WhatsApp Business, handling of live chats, email, and phone calls, interpretation of customer satisfaction metrics (NPS, CSAT, CES).
• Key Competencies: effective communication, empathy, customer orientation, conflict resolution, teamwork, adaptability, time management, commitment to continuous improvement.
• Languages: not required

Join us and be part of the adventure of the century! 

Our Commitment to Diversity and Inclusion: At ENGIE, we promote an environment where you feel free to give your best. We value diversity and it is one of our priorities. We are committed to offering equal opportunities, focusing on your skills and career path. Here, everyone is welcome, regardless of race, disability, religion, gender, sexual orientation, ethnicity, creed, age, or marital status.

If you are ready to face exciting challenges and build a career that reflects who you are, we look forward to your application!