Customer Support Consultant

Zurich Insurance

. Serve as a key point of contact for customers, brokers, and business partners, providing timely support and high-quality service .

Posted 11/11/2026full-timeMexico City • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service capabilities, including effective communication, problem resolution, and adherence to compliance standards. Proficient in utilizing Microsoft Office for documentation and reporting while maintaining a focus on operational efficiency.

Highest-signal resume keywords

Customer Service ExperienceMicrosoft Office ProficiencyExcellent Communication SkillsDetail-OrientedCompliance Monitoring

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Problem ResolutionTimely SupportFeedback and RecommendationsTeam CollaborationPersonal Development Management

Tools & Technologies

Tracking SystemCustomer Service Software

Industry Keywords

Operational Level AgreementsRisk ManagementHealth and Safety GuidelinesCustomer RelationsBusiness Travel

About the role

Key responsibilities & impact

Serve as a key point of contact for customers, brokers, and business partners, providing timely support and high-quality service
Research and respond to telephone and electronic inquiries from customers
Investigate and route complaints from national/local insurance regulators and consumers to the appropriate office for resolution
Locate claims office staff for insureds and other parties calling to report claims
Identify appropriate business or marketing representatives for agents seeking appointments
Enter inquiry data into the tracking system
Prepare customer service documents, presentations, and other materials using established formats and standard software
Report on adherence to Operational Level Agreements or quantitative/qualitative targets where required
Provide feedback and recommendations for improvement of customer service processes and systems
Resolve customer enquiries, problems, and service requests, escalating complex queries when needed
Act within agreed authority levels to ensure fair treatment of customers and provide quality customer relations
Follow established ordering procedures to ensure adequate resources are available
Develop a practical understanding of customer service processes and systems as they relate to risk management and compliance
Monitor the work environment and oversee colleagues' work to ensure compliance with health and safety guidelines
Operate relevant equipment, monitor output quality, and serve as a technical escalation point for more junior colleagues
Participate in the performance management cycle and contribute as a team member
Exchange expertise and provide advice to team members and business partners
Take action to manage personal development

Requirements

What you’ll need

Bachelor's Degree and no prior experience required in Customer Service; OR High School Diploma (or equivalent) and 3+ years of experience in Customer Service
Experience with Microsoft Office
Position available only for candidates located in Mexico City, State of Mexico, or Guadalajara
Regular predictable attendance
Business travel, as required
Mandatory overtime, as required
Preferred: Excellent communication skills
Preferred: Detail-oriented

Benefits

Comp & perks

Equal opportunity employer
Business travel, as required
Mandatory overtime, as required