Customer Experience Operations Senior Representative
hace 4 días
About GM Financial:
GM Financial is a leading provider of automotive financing solutions in Latin America and China. We offer a wide range of wholesale and retail financing products to dealers and their customers, tailoring our offerings to meet unique dealer needs, consumer preferences, and national requirements in local markets.
About the Role:
The Senior Customer Experience Operations Representative will play a critical role in improving our Net Promoter Score (NPS), one of our key performance indicators. This position will work closely with the Customer Experience Operations team to achieve our goals for Mexico, Colombia, and Chile by actively participating in and ensuring initiatives focused on the Voice of Customer program.
Key Responsibilities:
- Manage all customer complaints from receipt through resolution, ensuring empathy and clear communication at all times.
- Provide visibility of customer concerns to all levels of the organization, accurately and in a timely manner.
- Escalate unresolved cases to the appropriate area as needed.
- Follow-up CX metrics reports, alerts/complaints to provide visibility of trends in common customer topics and support initiatives and projects related to improving Customer Experience.
Requirements:
- Customer service values orientation
- Bachelor's degree
- Spanish and English, both written and verbal
- Working knowledge and experience in intermediate computer programs, such as Microsoft Office pack
- Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
- Capable of working effectively across functional groups and various levels of the organization
- Prioritize and plan work activities, using time efficiently
- Detail-oriented with a sense of urgency
- Solid professional work behaviors (attendance, teamwork, time management)
What We Offer:
At GM Financial, we want you to be the most authentic version of yourself. We take care of your work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community, while providing you with a competitive salary and benefits.
Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.
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 factor that undermines human dignity and aims to nullify or impair people ́s rights and freedoms.
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