Customer Service Representative

Ford Motor; Naucalpan de Juárez; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading automotive company seeks customer service representatives to assist US Ford vehicle owners with their financing needs. Candidates should have a high school diploma, with a preference for a bachelor’s degree, and must demonstrate proven English proficiency. The role involves providing an exceptional customer experience through effective communication and problem-solving skills in a collaborative team environment. Full-time availability during operating hours is required, including weekends.

Formación

• Proficient in spoken and written English, preferably native or with certification.
• Customer service experience is essential.

Responsabilidades

• Provide positive customer experience to US Ford vehicle owners.
• Handle routine inbound calls regarding vehicle financing.
• Manage call flow to meet service level expectations.

Conocimientos

Proven English proficiency

Customer service mindset

Educación

Bachelor’s degree preferred

High School minimum

Descripción del empleo

Are you passionate about delivering exceptional customer experiences and building lasting relationships? We're seeking dedicated individuals to join our team, providing vital support to US Ford vehicle owners with their financing needs.

If you thrive in a collaborative environment, embrace continuous learning, and are ready to make a tangible impact on customer satisfaction, we invite you to apply and help us drive excellence.

Qualifications

• Bachelor’s degree is preferred. Minimum scholarity: High School.
• Proven English proficiency – both spoken and written (preferably native English or language certification).
• Customer service mindset.

Considerations

• Extensive on-site training lasts for 4 to 6 weeks.
• 4-day on-site worksite arrangement.
• Weekly schedule of 48 hours, US Holiday Calendar will be followed.
• Operation hours:
  • Monday-Friday: 7am-7pm CST.
  • Saturday: 7am-3pm CST.
• Candidates will be scheduled to work 48 hours per week within the operating hours listed above. Shift assignments may vary, and candidates must be available to work any time between 7am and 7pm CST, Monday through Friday and 7am to 3pm on Saturdays

Responsibilities

• Provide positive customer experience to US Ford vehicle owners, while appropriately handling routine inbound calls and/or chats related to vehicle financing, including but not limited to payment extensions, due date changes, payment research, and support of self‑services available online.
• Take ownership of each call to transform customer experience in every moment to build lifetime relationships; representatives are empowered to resolve customer needs independently and are expected to:
  • Manage call flow progression effectively to meet customer service level expectations while delivering best in class service.
  • Utilize online knowledge‑based materials and navigate multiple applications to assist with call handling and decision making.
  • Research, explain, and correct required items such as misapplied payments or payoffs and balance disputes.
  • Clearly explain process requirements and obtain required information from customers.
  • Discuss past due accounts with customers and obtain acceptable arrangements to get the account up to date.
  • Possess workplace agility:
    • Remain knowledgeable and prepared for upcoming changes to processes and technology.
    • Embrace the call center environment and deliver best in class customer service by leveraging all resources to maintain expected productivity levels.
  • Be prepared to engage and contribute positively to a collaborative, team‑based environment.