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Contact Center Operator

hace 2 meses

Mexico City PepsiCo A tiempo completo

We Are PepsiCo

Join PepsiCo and Dare for Better We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place.


Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries.

Our product portfolio, which includes 22 of the world's most iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade and Sonrics, has been a part of Mexican homes for more than 116 years.


A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world.

Know more: PepsiCoJobs

Join PepsiCo, dare for better.

Responsibilities


The Opportunity

This position contributes to the success of the Pepsi Beverages Company by providing outstanding customer service to customers and employees in the California, Mountain and Midwest Market Units. The agent will answer inbound calls and ensure issues are resolved through the screening and tracking of each request and dispatching to the appropriate Pepsi service team, while also performing follow up on each call to ensure complete resolution.


Your Impact

As Contact Center Operator your functions would consist of:

  • Answer and provide outstanding customer service of 50+ calls a day (Based on avg call volume of 500 calls per day)
  • Process inbound calls to determine appropriate area, (i.e., Delivery, Merchandising, MEM, etc.)
  • Partner with other departments to achieve root cause resolution of customer issues and provide feedback through reporting.
  • Achieve individual and team objectives to include: Average Call Handle Time, Calls per Hour, Cases Closed, Quality Service Level, Achieve < 2% abandonment rate goal for the Pepsi Support Center
  • Maintain complete and accurate documentation within the Customer Service Center Call Log
  • Maintain an On Target or better performance rating
  • Contribute toward team goals and objectives
  • Contribute toward improving National Customer Survey Scores
  • Communicate with field partners to ensure up-to-date staffing/location contact changes


Qualifications

¿Who Are We Looking For?


Availability of hours is required (The work schedule for the role is rotational. During the first month of training, the schedule is from 9 AM to 6 PM, Monday to Friday. During the second month, the same hours (9 AM - 6 PM) apply, with two possible days off options: Tuesday to Saturday or Sunday to Thursday. After these two months of training, you will be assigned a shift that can range between 7 AM and 10 PM, also with the two different types of days off: Tuesday to Saturday or Sunday to Thursday. Shifts and days off will be assigned based on your performance during the two months of training, as you will be evaluated and graded.)

  • Advanced English
  • Proficient in Microsoft Office Suite - Word, Excel, Outlook and Access. Knowledge of Database Maintenance/creation is preferred
  • Previous relevant work experience in a customer service-phone based environment
  • Highly developed listening, analytical, and problem-solving skills
  • Able to work within a team environment


If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements.


What can you expect from us:

  • Opportunities to learn and develop every day through a wide range of programs.
  • Internal digital platforms that promote self-learning.
  • Development programs according to Leadership skills.
  • Specialized training according to the role.
  • Learning experiences with internal and external providers.
  • We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
  • Financial wellness programs that will help you reach your goals in all stages of life.
  • A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
  • And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.


We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.