At Percepta, we bring first-class service across each market we support. As a Fast Path Specialist working on sitein 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 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 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 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.

·Identify and relay to Supervisor areas for improvement within the Fast Path case handling process.

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 Can Expect 

·90 pesos per hour

·Working hours Monday to Friday (Saturday and Sunday off

·Work on site

·Paid training

·Benefits of law

·Life insurance

·Eligible restaurant card after 90 days

·Rewards program 

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:  

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 of 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

CareerGrowth – 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.

Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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