Business Process Optimization Specialist
hace 1 mes
We are a leading global food and beverage company with a diverse portfolio of iconic brands, consumed by over a billion people daily in more than 200 countries.
PepsiCo Mexico has been a part of Mexican homes for over 116 years, offering a wide range of products that cater to various tastes and preferences.
As a committed employer, we strive to create an inclusive culture where all individuals feel valued and empowered to make a positive impact.
A Day at PepsiCo
You will be working in a dynamic environment where you will have the opportunity to develop your skills and expertise. Your primary responsibility as a Business Process Optimization Specialist will be to deliver exceptional customer care by promptly responding to inquiries and resolving issues efficiently.
Your Key Responsibilities
- Become the single point of contact for the local Call Center/Whatsapp Chatbot/InApp Chatbot to receive unsolved issues and provide feedback about them.
- Ensure first-contact resolution on topics that can be handled directly through the Customer Engagement Portal (CEP): phone number updates, account locks/unlocks, order status validation, and client status verification.
- Create new incidents in Service Now: classify impact and urgency for each incident, categorize incidents as internal, local, or global, follow up until resolution, and use active communication channels to notify customers of resolution.
What We Offer
- Competitive salary: $60,000 - $80,000 per year, depending on location and experience.
- A comprehensive benefits package, including health insurance, retirement plans, and employee assistance programs.
- Ongoing training and development opportunities to enhance your skills and career growth.
- A dynamic and inclusive work environment that values diversity and innovation.
- A flexible work schedule to balance your personal and professional life.
Requirements
- Fluency in English.
- Ability to adapt to constantly changing technology, processes, and team structures.
- Strong proficiency in computer systems and data entry.
- Superior problem-solving and analytical thinking skills.
Why Join Us?
We are an equal opportunity employer committed to creating a workplace that is inclusive, diverse, and respectful. We believe that our employees are our greatest asset and are dedicated to providing a supportive and stimulating environment that allows them to thrive.
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