Customer Care Representative

hace 5 meses

Tlahuac, 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
- 1-2 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 follow-up 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)
- Award-winning Employee Reward Program (Perci Perks
- Employee Referral Program ($10,000 MXN after 90 days of employment)
- Employee Discount

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