.Customer Care Representative - chat MX-DF-Mexico DFDescriptionAt 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 DoingThe Digital Communication Specialist (FDCS) must possess the skills to answer inbound chats, emails, social media, and/or correspondence from customers and properly address inquiries.During a Typical Day, You'llAbility to maneuver effortlessly through various digital communication channels (chat, email, and social media) to provide the customer with prompt, courteous and accurate information including:Accurately respond to customer inquiries through instant messaging software.Utilize available resources to respond to customer inquiries.Correspond with customers via mail, if working the Correspondence contact stream as needed.Make outbound phone calls to customers and dealerships on occasion.Research and determine 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.Remain knowledgeable and current with all policies, procedures, processes, and changes. Continuously improve customer handling skills, process knowledge, and company and product information.Actively participate in team meetings, share knowledge and recommendations with supervisor and team members. Participate in coaching and training opportunities, retaining and applying learning.Adhere to and support all Percepta and Client ISO, Quality Systems and Q1 initiatives.Complete additional tasks/projects as needed.Maintain professional working relationships.What You Bring to the RoleHigh 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 and troubleshooting experience.What You Can Expect$90 hourly
