Customer Service Quality
hace 2 semanas
Overview:
The
Has a strong presence of leadership and influence on his peers to coordinate and execute assigned projects.
Performs routine quality control on area processes, provides visibility on QA and SLAs results to management and provides feedback to analysts in the area.
Location:
Monterrey, N.L.
Responsibilities:
- Maximize Customer Experience supporting the review and improvements in Customer Service processes.
- Responsible to coordinate implementation of system deployments and new projects.
- Participate in testing on system updates.
- Improve processes in the area.
- Active participation in special assignments.
- Direct contact with customers for case resolution.
- Quality control and follow up to SLAs in tickets stablished to ensure Customer Satisfaction.
- Perform, develop and improve daily/weekly/monthly reporting related.
- Weekly/Monthly follow up to area deliverables.
- Support other areas with customer or dealers related issues, administration and FAQ.
- Maintain controls stablished to meet the objectives of Customer Service Department.
Qualifications:
- Bachelor ́s degree of Business Administration, Banking, Economy, Finance, Accounting or related fields (is a must).
- Customer service values / orientation.
- Bilingual (Spanish & English) both written and verbal.
- Working knowledge and experience in computer programs such as Microsoft Office. (High Excel knowledge).
- Teamwork and collaboration.
- Proficient interpersonal, verbal and written skills.
- Organizational and time management skills.
- Ability to embrace change and to adapt to organizational challenges.
- Data management and reporting.
- Analytical and problem solving ability.
Disclaimer:
Mexico - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization.
We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people ́s rights and freedoms.
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