Bilingual Agent (Back Office)

At Percepta, we bring first-class service across each market we support. As a Bilingual Back Office Agent (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.

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 ofreported 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

·3 years contact center 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

What You Can Expect

• Work on site- Monday - Friday (availability to work weekends if required)
• 90 pesos per hour
• Paid training
• Benefits of law
• Life insurance
• Eligible restaurant card after 90 days
• Rewards program 

#LI-Onsite

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 everyday. As a Percepta team member, you can expect: