.Why GMF?:GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets. Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.About the role:You will also perform the process of attention to Social Media posts in GM Social Media Channels according to specific protocols stablished with Operations areas.About the Customer Experience Operations team.The Customer Experience Operations team works directly to improve our NPS (Net Promoter Score), which is one of the main KPIs of the company; our objective is to achieve our stablished goals for Mexico, Colombia, and Chile through a more active participation across the teams and ensuring initiatives focused on the Voice of Customer program.What you need:- Customer service values / orientation- Bachelor's degree- Spanish & English both written and verbal- Working knowledge and experience in intermediate computer programs such as Microsoft Office pack- You come up with creative solutions to overcome pesky problems.- You're ultra-organized and you're all about the fine details.- You're analytical and have in-depth knowledge of Customers´ complaints.- You think of solutions others may not have considered.- You are empathic to our customers' needs.- Nurture our customers and encourage them to promote the brand.- 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 to achieve positive results.- Prioritize and plan work activities, using time efficiently. Demonstrate ability to multi-task keeping company objectives and customer complaints management in mind.- Demonstrate proficiency in business letter writing both English and Spanish.- Detail oriented with a sense of urgency.- Solid professional work behaviors (attendance, teamwork, time management).What you will be doing:For Mexico, Colombia, and Chile, responsible for receiving through the CX platform (Qualtrics), customer's feedback in the Customer Journey (Onboarding, Anniversary, End of term and Transactional), identify alerts, pursue investigation of the reasons behind customer un-satisfaction, take resolution and close the loop with the customer. Similar procedures to follow within Social Media posts attention.In addition, you will be responsible for following-up CX metrics reports, alerts/complaints, to provide visibility of trends in common customers topics complaints and to provide support to initiatives and projects related to improve our Customer Experience