Customer Service Sr Representative

hace 3 semanas

Monterrey, México GM Financial A tiempo completo

Overview:
The
**Customer Service Sr Representative **supports the processes and activities that directly affect the Customer Experience during their credit life cycle. This position will focus mainly on analyzing, implementing and improving the Customer Service processes among others. The person in charge of this position will be responsible for Customers requirements related to Vehicle quality and work with GMM to find a solution for our Customers improving their experience with the brand. Likewise, will be responsible for monitoring and managing the process of Lien release and Customer retail documentation storage.

**Responsibilities**:

- Maximize Customer Experience supporting the reviewing and improvements in Customer Service processes.
- Perform daily/weekly/monthly reporting related with the process assigned.
- Active participation in special assignments.
- Attend Weekly meetings with GMM in order to escalate and follow up Customer requirements related to vehicle quality.
- Meet SLAs in tickets stablished to ensure Customer Satisfaction.
- Assist customers attending local office.
- Responsible for Lien release processes.
- Responsible for Customers retail contracts storage and retention.

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 (Desirable).
- Working knowledge and experience in computer programs such as Microsoft Office. (High Excel, Word and Power Point knowledge).
- SRS knowledge (Desirable).
- Teamwork and collaboration.
- Strong 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.
- Focused on results.

**#LI-MON**

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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