As a Contact Center Specialist at Carfix, you will be responsible for handling customer support interactions, supporting vendors, and managing order-related issues to ensure a smooth operational experience. This role requires strong communication skills, an ownership mindset, and the ability to coordinate across teams to resolve operational challenges efficiently. You will play a key role in maintaining service quality, improving response times, and delivering a reliable experience for both customers and vendor partners.
Duties:

• Handle customer inquiries, complaints, and support requests across operational channels.
• Support vendors regarding operational issues, onboarding questions, and daily coordination needs.
• Monitor and follow up on problematic, delayed, or canceled orders until resolution.
• Register, categorize, and document customer and vendor interactions in CRM systems.
• Coordinate with internal teams to resolve escalated cases and operational issues.
• Track open cases and ensure proper follow-up within defined SLA targets.
• Prepare operational reports related to support performance and recurring issues.
• Identify recurring pain points and communicate improvement opportunities to relevant teams.
• Maintain service quality standards during high-volume operational periods.

Requirements:

• Associate or Bachelor degree preferred.
• 1–3 years of experience in customer support, contact centers, operations, or service environments.
• Experience in marketplace, automotive services, logistics, or startups is a plus.
• Experience working with CRM or ticketing systems preferred.
• Familiarity with SLA concepts and support metrics is considered an advantage.

Preferred Competencies:
Technical:

• Familiarity with CRM and ticketing systems.
• Excel / Google Sheets proficiency.
• Reporting and documentation skills.
• Multitasking capability.
• Data accuracy and attention to detail.
• Understanding operational workflows.

Behavioral:

• Ownership mindset.
• Strong follow-up skills.
• Problem-solving ability.
• Stress management under high workload.
• Communication and teamwork skills.
• Adaptability and learning agility.
• High accountability and discipline.