Customer Service Lead

hace 2 semanas

Ciudad de México Percepta International A tiempo completo

Customer Service Lead MX-DF-Mexico DF

**Description**:
At Percepta, we bring first-class service across each market we support. As a **Customer Service **Lead **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**

will be provided specific tasks associated with the day to day operation/handling of each assigned escalated customer concern. The Customer Service Lead will be responsible for providing process improvement recommendations that drive customer satisfaction and advocacy at the Costumer Relationship Center.

**During a Typical Day, You'll**
- Support the team and team leader with case management, contact and escalation related activities.
- Proactively work with team to identify issues, concerns or opportunities to improve case handling times or improve customer experience scores through NPS.
- Monitor contact volumes inbound and actively participate in driving accessibility to achieve KPIs.
- Utilize applicable customer satisfaction tools/resources to resolve escalated customer concern.
- Collaborate with dealerships, field personnel and internal business partners in effort to develop action for resolving escalated customer concerns.
- Assist customers by facilitating action steps/action need to resolve escalated customer concerns.
- Review/Research customer inquiries and take appropriate steps to provide timely resolution.
- Act as a liaison between customers and dealership, providing excellent service to all parties by following up and being organized and knowledgeable.
- Document customer feedback, issues and escalated concerns.
- Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient and professional manner.
- Support case handling for absent agents.
- Provide regular updates as requested by assigned Zone Managers.
- Review and respond to regular performance data.
- Other specialty/temporary roles, as assigned.

**What You Bring to the Role**
- High School Diploma or General Educational Development (GED) certificate required.
- Higher education degree preferred, or equivalent related experience required.
- Fluent in English and Spanish.
- 3-5 years of experience in customer service, with prior use of verbal/written communication. Problem resolution skills, with decision-making authority/empowerment.
- Experience with dealership operations and handling escalated customer concerns, preferred.
- Strong customer service skills, with desire to enhance the customer experience.
- Possess conflict resolution skills in order to handle/address escalated customer concerns.
- Ability to succeed within a team environment, in a self-sufficient manner, be resourceful, and works well with mínimal supervision.
- Ability to build quality business relationships and adapt approach to different management styles.
- Ability to communicate clearly and effectively, in both verbal and written communication.
- Strong organizational, time management and problem-solving skills.
- Effective multi-tasking skills.
- Ability to act on behalf of the company, demonstrate a high degree of professionalism and diplomacy.
- Phone skills, to communicate via inbound and outbound contacts.

**What You Can Expect**
- Competitive salary
- Law benefits
- Life Insurance (25 monthly salaries).
- Food Allowance (after 90 days of hiring).
- 15% Vacation Bonus.
- Annual Bonus (7 / 14 / 21 days of employee's daily salary in first, second and third year).
- Training and Development Programs (Percepta College).
- Employee Rewards Program.

**A Bit More About Your Role**
- Must be able to interact with all internal and external departments and contacts. Must represent Percepta professionally with all clients and external organizations and contacts.

**About Percepta**
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:
**Culture of Service** - to be treated like you are the customer from day one

**Teamwork**:

- belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

**Respect**:

- a team that is accountable, dependable and gives you their full attention

**Proactive**:

- to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

**Career** **Growth** - lots of learning opportunities for aspiring minds

**Diversity** - be a part of our growing diverse and community-minded organization that is all about having fun

**Competitive Compensation** - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer in

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