Customer Service Lead - Ciudad de México - Percepta International

Percepta International

Empresa verificada

Ciudad de México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

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.
35 years of experience in customer service, with prior use of verbal/written communication. Problem resolution skills, with decisionmaking 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 selfsufficient 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 problemsolving skills.
Effective multitasking 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