Bilingual Customer Support Representative- hybrid

Percepta; Ciudad de México; Híbrido; MXN 2.837.750 - 3.399.064; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid training from day one

Food allowance after 90 days

Benefits by law + life insurance

Competitive hourly pay + rewards

Descripción de la vacante

Percepta in Mexico City is hiring a Bilingual Representative Customer Support Representative to handle multi-tier customer issues for FPI software, hardware, and systems in a hybrid setup.

The role includes data entry in Salesforce, provisioning products, and solving problems with a customer-centric approach. Training starts from day one, with paid onboarding and a rewards program; meals not provided, but standard legal benefits and life insurance apply.

Formación

• High school diploma required.
• Associate degree or college degree preferred.
• Customer service experience required.
• Understanding of operations program handling processes preferred.
• Strong empathy and customer loyalty awareness.
• Ability to work with all levels of the organization.

Responsabilidades

• Review sales contracts for accuracy and data entry in Salesforce.
• Provision new products to customer accounts.
• Provide administrative problem resolution to end-users with guided steps.
• Escalate issues to PM, Customer Success, Sales and Support Engineering.
• Capture customer support issue trends and report to management.
• Dispatch field technicians for data services, Telematics, or quality support as needed.
• Maintain and update cases, upholding SLAs from low to critical priority.
• Provide updates to management and ensure customer satisfaction.

Conocimientos

Customer service

Communication

Problem solving

Attention to detail

Teamwork

Educación

High school diploma

Associate/Bachelor degree preferred

Herramientas

Salesforce

Descripción del empleo

*We are hiring Bilingual Representative Customer Support Representative*

• Hydrid - 1 day on-site | Mexico City (Monumento a la Revolución)
• Monday to Friday - (availability to work Saturdays if required) in that case, days off would be Sunday and Monday.
• Schedule: 6am- 3pm / 7:00 am - 4 pm
• Competitive hourly pay + rewards program
• About $15,600 per month
• Paid training from day one
• Food allowance after 90 days
• Benefits by law + life insurance
• Stable full time job

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

• C ustomer service 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 environmentAbility to multi-task

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility - We listen first, lead with empathy, and stay grounded - so people and ideas have room to grow.
• Service beyond self - We serve others - clients, customers, and teammates with care and integrity in every interaction.
• Leave it better - We take ownership and leave every process, person, and place better than we found it.
• Win together - We succeed as one - celebrating, supporting, and showing up for each other.
• Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vista. It allows every individual to bring value to the table in their unique way.

MX-DF-Mexico DF