Bilingual Agent Backoffice

The Fast Path specialist works under the direct supervision of the Supervisor.They are responsible for providing timely, consistent and professional responses, via GCCT (Customer Relationship Management application), to dealer-generated financial assistance request cases. Fast Path specialists will use available resources (e.g. Retention Model), along with standard response templates. Fast Path Specialists are responsible for meeting expected service levels and supporting business performance goals of the teamThe Fast Path specialist works under the direct supervision of the Supervisor.They are responsible for providing timely, consistent and professional responses, via GCCT ( Customer Relationship Management application), to dealer-generated financial assistance request cases. Fast Path specialists will use available resources (e.g. Retention Model), along with standard response templates. Fast Path Specialists are responsible for meeting expected service levels and supporting business performance goals of the team.

During a Typical Day, You’ll

·Provide resolution and/or next steps to dealer-generated financial assistance cases using available resources to determine the appropriate actions (e.g., Retention Model output, knowledge base content, etc.).

·Ensure appropriate action (including required escalations) is taken with utmost priority and speed, to ensure service level metrics are achieved.

·Written communication is professional and grammatically correct within GCCT case notes and dealer portal messages.

·Understand use of technology applications such as knowledge base and GCCT; as well as, standard response templates 

·Ensure all decisions and/or next steps are properly documented in GCCT to allow for an accurate historical view of customer contacts with the Ford Customer Relationship Center (CRC).

·Attend team meetings, focus groups, and training sessions as scheduled.

·Work on activities and/or projects as requested by the Supervisor.

What You Bring to the Role 

·High school diploma or GED required

·One (1) year customer service experience preferred

·Experience in the automotive industry and dealer service operations a plus.

·Strong written communication skills with all levels of the organization

·Strong customer service, interpersonal and relationship-building skills

·Strong multi-tasking skills

·Strong organizational, time management, planning and problem-solving skills

What You Bring to the Role 

• Pay rate of $90 MXN per hour / 40 hours weekly
• Loyalty Bonus (as of the second year worked)
• 12 days of vacation
• Legal Benefits:
• 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 everyday. As a Percepta team member, you can expect:

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