Customer Service Specialist

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

About the Role

Are you someone who thrives in fast-paced environments, loves building relationships, and knows how to keep things moving? We're looking for a Customer Service Specialist to be the key point of contact for our Tier 1 customers in the region for our PAY BL — someone who connects the dots between clients and our internal teams to make sure every order, every project, and every interaction runs smoothly.

This is a role where you'll have real ownership, real visibility, and the opportunity to grow within a global technology leader.

What You'll Do

• Be the main interface for Tier 1 customers — their go-to person for day-to-day coordination and long-term relationship building.
• Receive and manage purchase orders, ensuring every detail aligns with contracts and quotes.
• Drive approval processes with internal stakeholders for printing, coding, and personalization.
• Monitor customers' semi-finished card inventory against Service Level Agreements, anticipating issues before they become problems.
• Handle post-sale service and customer complaints end-to-end — not just tracking them, but owning the resolution and rallying the right teams to act fast.
• Partner with the Customer Service Lead to build accurate forecasts and keep internal teams aligned on new and ongoing projects.
• Perform quality checks on card manufacturing, freight, and personalization services to ensure accurate and complete billing.

What We're Looking For

• Bachelor's degree in business, engineering, marketing or related fields.
• At least 2 years of experience in customer-facing roles, ideally B2B.
• Strong analytical mindset with a good grasp of business dynamics.
• Fluent in Spanish and English (B2 or higher).
• Mexican citizenship or valid work permit.

📍 Hybrid — Office based in Polanco, Mexico City

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At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!