Customer Support Representative (Mexico City)

This role is for a Customer Support Representative at OpenTable, a leading industry player in the world of hospitality. As part of a global network that includes OpenTable and KAYAK's portfolio of travel brands, you will have the opportunity to make a tangible impact on the company's operations. The main responsibility of this role is to provide excellent support to customers through various channels such as telephone, email, and chat. The goal is to ensure customer satisfaction and cultivate a positive relationship with customers worldwide. Fluency in both Spanish and English is required, and the role will require a hybrid schedule of 3 in-office days per week in Mexico City.

Report to the Customer Support Supervisor

Provide support to customers

Answer complex questions on function and usage of products

Communicate with customers via telephone, email, and/or Internet

Be the primary contact for the customer base in North America and worldwide

Provide excellent service

Answer customer and employee calls, emails, chats, and WhatsApp messages

Know your limitations and ask for assistance when needed

Own the resolution to customer issues

• Must be able to speak and write Spanish and English
• Interest or background in the restaurant or hospitality industry is appreciated
• Ability to provide outstanding customer service
• Knowledge of product function and usage
• Ability to answer customer and employee calls, emails, chats, and WhatsApp
• Willingness to work overnight shifts and potentially overtime during peak times/seasons
• Accurate and efficient logging of all contacts in CRM (Salesforce)
• Ability to find creative solutions to meet customer and company needs
• Strong communication skills in both written and spoken language

• Shifts typically start no earlier than 5:00 am PT and end no later than 10:00 pm PT, with overnight work required
• Overtime may be requested during peak times/seasons, with advance planning to accommodate schedules
• Increased hourly rate for working on holidays
• Opportunity to work in the restaurant or hospitality industry
• Ability to find creative solutions for customer and company needs
• Fluency in both English and Spanish required for regular communication with Spanish-speaking customers
• Opportunity to provide technical support to family and friends
• Value placed on integrity and trust in OpenTable's products/brands
• Script-free environment with flexibility and challenges
• Opportunity to use experience and personality to provide excellent service
• Receptive to feedback and actively seeking ways to implement it
• Excellent communication skills, with a focus on customer service
• Preferred experience in restaurant/hospitality or as a "foodie"
• 1+ year experience in customer support, preferably in a software support environment
• Experience with Microsoft Windows and Apple operating systems
• Knowledge of iOS and Apple Hardware
• Commitment to diversity, equity, and inclusion
• Reasonable accommodation provided for individuals with disabilities during the application, interview, and employment process.