Customer Care Representative

hace 2 semanas

Tláhuac, Ciudad de México Percepta International A tiempo completo
Customer Care Representative - chat
MX-DF-Mexico DF

Description:

At Percepta, we bring first-class service across each market we support.

As a
Bilingual Customer Service Representative (English/Spanish) working on-site in
Mexico City, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.


What You'll Be Doing

During a Typical Day, You'll

  • Accurately respond to customer inquiries through instant messaging software
  • Utilize available resources to respond to customer inquiries
  • Corresponds with customers via mail, if working the Correspondence contact stream as needed.
  • Outbound phone calls to customers and dealerships on occasion.
  • Researches and determines appropriate actions based on policies, procedures, dealer/region feedback and job aids.
  • Responsible for meeting all personal performance objectives including customer satisfaction, efficiency, quality, attendance, and punctuality, and takes individual accountability for meeting these objectives.
  • Takes personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise. Is consistently courteous with all customers, and keeps all customer commitments.
  • Remains knowledgeable and current with all policies, procedures, processes, and changes. Continuously improves customer handling skills, process knowledge, and company and product information.
  • Adhere to and support all Percepta and Client ISO, Quality Systems and Q1 and initiatives.
  • Complete additional tasks / projects as needed.
  • Maintain professional working relationships.

What You Bring to the Role
High School Diploma required. Associates degree or 2 + years college coursework completed preferred

  • 12 years' customer service experience, preferably in a contact center operations environment.
  • Additional experience in customer sales, customer service, or digital communications is a plus.
  • Excellent written communication skills
  • Ability to communicate clearly and correctly, both in writing and on the phone, and respond effectively to followup questions
  • Dynamic and engaging written communication style
  • Excellent interpersonal and business communications verbal and written
  • Excellent customer service ability; use questioning skills to easily explore customer needs and concerns
  • Strong problem solving, troubleshooting experience.

What You Can Expect

  • Competitive salary
  • Remote work
  • Loyalty Bonus (as of the second year worked)
  • 12 days of vacation
  • Vacation Bonus (25% 1st year; 50% successive years)
  • Christmas Bonus (15 days)
  • Restaurant Card (after 90 days of employment)
  • Life Insurance (24 months of salary)
  • Training and Development opportunities (Percepta College)
  • Awardwinning Employee Reward Program (Perci Perks
  • Employee Referral Program ($10,000 MXN after 90 days of employment)
  • Employee Discount

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