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GBS Contact Center Analyst

Company:  Ball Corporation

Queretaro, MX, 76120

Date:  Aug 4, 2022
Job Category:  Sales and Marketing
Req. ID:  22043

Do you want to work for a world-leading manufacturer who strives to build a better future through sustainability and innovation? Are you looking for a new challenge in a stable, fast-growing sector?


Join us, and build your career by helping us build the future.


We are a global leader in sustainable products with more than 21,000 team members worldwide. From infinitely recyclable aluminum cans, cups, and aerosol bottles, to aerospace solutions that enable our customers to have a deeper understanding of our planet and the universe. We produce all these incredible things with one unique purpose: crafting a better community, a better society, a better world.


Moreover, each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging. And everyone at Ball is an everyday champion, making a difference by doing what we love.


We lead with our heads and our hearts and combine innovative thinking with a spirit of resiliency that keeps us moving forward in a relentless pursuit of new ways to make life, and the world, better. Whether we’re developing packaging that’s infinitely recyclable or aerospace innovations. Because what we create may change, but what we will always make is a difference.



Horario: Solo sábados y Domingos de 5 PM a 12 AM 

Home Office Permanente 

Paquete de prestaciones superiores a los de la ley 


Primary Purpose of Position:

The GBS Contact Center Analyst role is critical to the delivery of timely and quality services and products to Ball customers. The Contact Center Analyst will be the first line of contact to internal Ball stakeholders and Ball external customers during NCA and EMEA “after hours” windows – evenings, holidays and weekends for the local area, fielding queries regarding order issues, logistics status and other operational escalations. The Contact Center Analyst will be required to only provide a high standard of customer service but will also need to resolve complex operational issues in a fast-paced environment.


Essential Functions:


  1. Serves customers by providing product and service information and resolving product and service problems.
  2. Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
  3. Collaborate with other functional and technical teams on business needs and information as required as part of issue resolution.
  4. Maintains a positive, empathetic, and professional attitude toward internal and external contacts at all times.
  5. Responds promptly to customer inquiries (internal and external).
  6. Communicates with customers through various channels.
  7. Acknowledges and resolves customer complaints.
  8. Processes orders, forms, applications, and requests.
  9. Keeps records of customer interactions, transactions, comments, and complaints.
  10. Communicates and coordinates with colleagues as necessary.
  11. Provides feedback on the efficiency of the customer service process.
  12. Ensure customer satisfaction and provide professional customer support.





Position Requirements:



  • Bachelor’s degree required
  • Job related experience for 3 years minimum
  • Proven ability to work with cross functional teams in a matrixed organization.
  • Ability to stay calm when customers are stressed or upset.
  • Comfortable using computers.
  • Experience working with customer support.
  • Strong attention to detail and high quality of work output
  • Ability to effectively prioritize and execute tasks while under pressure
  • Must be able to handle sensitive related and proprietary information in a confidential manner
  • Must follow company policies, procedures, practices, and standards of conduct as outlined in the Ball Corporation manuals
  • Must maintain professional competence, ethical integrity, knowledge, and skills

Job Grade:  Global Grade 8 

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