Bilingual Customer Support Representative/ Monday - Friday

Bilingual Customer Support Representative/ Monday - Friday

MX-DF-Mexico DF

Description

•We are hiring Bilingual Representative Customer Support Representative•

Hydrid - 1 day on-site | Mexico City (Monumento a la Revolución)

Monday to Friday - (availability to work Saturdays if required) in that case, days off would be Sunday and Monday.

Schedule: 7:00 am - 4 pm

Competitive hourly pay + rewards program

About $15,600 per month

Paid training from day one

Food allowance after 90 days

Benefits by law + life insurance

Stable full time job

The Pro Intelligence Fulfillment Specialist role ensures our customer accounts and are processed in accordance with company policy and all market regulation guidance. FPI services include telematics, data services, charging, and fleet management. This role is responsible for multi-tier support and triage of customer issues associated with FPI software, hardware, and systems. Our approach is customer centric throughout the problem solving and customer support process. The Pro Intelligence Fulfillment Specialist will have an innate ability to get to the root cause of reported problems. The Pro Intelligence Fullfilment Specialist will assist in driving issues to resolution within service level agreement (SLA)/issue management goals.

During a Typical Day, You’ll

Review sales contracts for accuracy, with data entry in salesforce.

Provision new products to customer account.

Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions as needed

Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team and Support Engineering

Capture customer support issue trends and report to management

General troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support as needed

Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority

Provide updates, status, and completion information to management

Handle incoming requests as required by process and provide high level of customer satisfaction. Look for opportunities to improve turnaround time to customers

Identify trends and report out on business improvement opportunities

Interact with Business Partners as needed including keeping abreast of anticipated program launches and changes

Interact with the Percepta and client team as required to drive operational excellence

Adhere to and support all Percepta and Business Partner quality initiatives, systems and policies

Support all Percepta Call Center policies and procedures

Attend and participate in team meetings

Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance

Complete training courses as directed by Operations and/or Training

Complete additional tasks / projects as needed

What You Bring to the Role

High school diploma required.

Associate degree or college degree preferred

Customer service experience required.

Understanding of operations program handling processes preferred

High attention to detail

Problem solving skills

Excellent written, verbal and listening skills

Strong empathy along with an awareness of customer/user loyalty drivers

Ability to work well with all levels of the organization

Excellent organizational, time management and strong problem solving skills

Logical thinker

Proven ability to work in a fast paced environment

Works well independently and in a team environment

Ability to multi-task

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

Lead with humility – We listen first, lead with empathy, and stay grounded - so people and ideas have room to grow.

Service beyond self – We serve others - clients, customers, and teammates - with care and integrity in every interaction.

Leave it better – We take ownership and leave every process, person, and place better than we found it.

Win together – We succeed as one - celebrating, supporting, and showing up for each other.

Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

#LI-Hybrid