Customer Experience Associate

hace 4 semanas

Ciudad de México, Ciudad de México Lyft A tiempo completo

Lyft is committed to building transportation that empowers people to move around their neighborhood and city without owning a car. Specifically, our goal ) for solving last mile mobility is to lay the foundation for winning on bikes and scooters.

Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to nearly 200 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience.

As an Associate for this team, you will be the voice of Lyft, fielding escalations from riders through email and social media. The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Lyft community. You will collaborate with cross-functional teams to deliver effective solutions and ensure that our riders receive the highest level of support. You must be calm in the face of a storm, caring and compassionate, and be able to have a strong sense of empathy in difficult situations. Our team consists of Associates supporting customers across email and social media.

The Customer Associate position will be responsible for maintaining thorough knowledge of all existing and new services, promotions and tools, and systems in order to provide proper information and resolution to customers. The ideal candidate will proactively look for ways to improve the customer experience and take initiative to make changes as needed while providing a high level of customer support.

Responsibilities:

  • Experience in customer service assistance exposure to complex scenarios
  • Handle escalations and be very knowledgeable on the products and services
  • Proactive recommendations for updates and resolutions that will enhance customer experience
  • Provide good judgments and next step information for customers and be an expert on processes
  • Effectively guide individuals with customer service or technical support questions/concerns by providing the appropriate resolution
  • Deliver high-quality customer service to customers
  • Actively review the user's concern, while understanding their request for customer support and/or information
  • Provide information to the user and place appropriate notes for indicating exactly what action was taken or needs to be taken when deviating the workflows from the knowledge base
  • Share information with others to raise awareness of potential needs and concerns
  • Keep interactions positive and productive; avoid conveying negative messages
  • Ensure proper security procedures and policies are followed on all interactions to maintain account confidentiality and personal information
  • Develop solutions and utilize standard operating procedures for improving customer satisfaction.
  • Provide internal support answering questions and assisting with the resolution of issues through social and email channels for all customer-facing teams.
  • Communicate with the management team and other internal teams to resolve issues.
  • Utilize self-paced training and resources to stay ahead of product advancements and best practices; utilize your knowledge to solve problems efficiently.
  • Display high levels of professionalism and recurring interactions with departments inside and outside of the organization.
  • Assist with supervisor callbacks for technical and customer service concerns.

Experience & Skills

  • 1­+ years experience in customer service or call center a plus, but not mandatory
  • Bachelor's degree or equivalent
  • Flexible schedule, willing to work off­ hours and weekends.
  • Basic knowledge of Twitter and Facebook platforms
  • Computer proficiency required
  • Friendly and enthusiastic, social personality
  • Dependable and punctual with time management skills
  • Strong writing skills and impeccable attention to detail
  • Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
  • Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations
  • Ability to quickly learn web­-based user support applications
  • Comfortable in a fast-­paced environment, subject to rapid change and uncertainty
  • High level of comfort and familiarity with smartphone applications (iPhone and Android)

This role will be in-office on a hybrid schedule if an established Lyft Location is available to the Mexico City region — Hybrid Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

Please submit your resume in English.


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