Cx Operations Customer Advocacy & Escalation Specialist

Logitech G

Mexico
On-site
Resolve sensitive customer interactions
Manage and oversee quality of escalations
Architect strategy to reduce escalation rates
Logitech G is seeking a Cx Operations Customer Advocacy & Escalation Specialist in Mexico to enhance customer experience by managing sensitive customer interactions and driving improvements in escalation processes. The ideal candidate should have 2-5 years of customer care experience, excellent communication skills, and a proactive, service-oriented mindset

Job Summary

  • The CX Customer Advocacy & Escalation Specialist will oversee and resolve our most sensitive customer interactions—ranging from corporate escalations to specialized inquiries nobody else can handle.
  • You will manage and oversee the quality and hygiene of first-level escalations, and are also responsible for finding ways to improve these escalations, by either reducing the volume or making them more efficient.
  • Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

Matching Summary

Match Score: 85

Logitech G is seeking a Cx Operations Customer Advocacy & Escalation Specialist in Mexico to enhance customer experience by managing sensitive customer interactions and driving improvements in escalation processes. The ideal candidate should have 2-5 years of customer care experience, excellent communication skills, and a proactive, service-oriented mindset.

Skills & Requirements

Must-have

  • resolve sensitive customer interactions
  • manage and oversee quality of escalations
  • architect strategy to reduce escalation rates
  • handle legal and safety requests
  • data privacy and discretion
  • cross-department collaboration

Nice-to-have

  • empathetic listener and decisive actor
  • calm, resourceful, and organized
  • respectful challenger
  • proactive communicator

Key Requirements

  • 2-5 years of relevant experience
  • Excellent communication skills
  • Excellent computer literacy/typing skills
  • Outstanding critical thinking skills
  • High standard for data privacy
  • Stellar interpersonal skills
  • Organizational skills
  • Experience in Zendesk or other CRM platforms
  • Strong verifiable knowledge of customer care processes
  • Proficiency in Google Workspace
  • Business analytical tools expertise
  • Experienced AI user
  • Strong demonstrated business acumen
  • Project Management certification/experience
  • Portuguese language proficiency (a plus)

Work Rights

Not specified

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