At Percepta, we bring first-class service across each market we support. As a Bilingual Customer Service Representative (English/Spanish) working remote 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

The 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'll

· Ability to maneuver effortlessly through various digital communication channels (chat, email, and social media) to provide the customer with prompt, courteous and accurate information including:

o Accurately respond to customer inquiries through instant messaging software

o Utilize available resources to respond to customer inquiries

· Corresponds with customers via mail, if working the Correspondence contact stream as needed.

· Outbound phone calls to customers and dealerships on occasion.

· Researches and determines 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.

· Remains knowledgeable and current with all policies, procedures, processes, and changes. Continuously improves customer handling skills, process knowledge, and company and product information.

· Actively participates in team meetings, shares knowledge and recommendations with supervisor and team members. Participates in coaching and training opportunities, retaining and applying learning.

· Adhere to and support all Percepta and Client ISO, Quality Systems and Q1 and initiatives.

· Complete additional tasks / projects as needed.

· Maintain professional working relationships.

What You Bring to the Role

High 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, troubleshooting experience.

What You Can Expect

• $90 hourly
• Remote work: schedule from Monday to Sunday 2 days off
• Loyalty Bonus (as of the second year worked)
• 12 days of vacation
• Vacation Bonus (25% - 1st year; 50% - successive years)
• Christmas Bonus (15 days)
• Restaurant Card (after 90 days of employment)
• Life Insurance (24 months of salary)
• Training and Development opportunities (Percepta College)
• Award-winning Employee Reward Program (Perci Perks
• Employee Referral Program ($10,000 MXN after 90 days of employment)
• Employee Discount
• 
  

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 in 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 incentives and promote physical, mental, and financial wellness.