Bilingual Agent Backoffice (Xico) (Valle de Chalco Solidaridad)

Bilingual Agent Backoffice

Location: MX-DF-Mexico DF

Description

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. 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

• Working hours Monday to Friday.
• Saturday and Sunday off.
• Work on site.
• 90 pesos per hour.
• Paid training.
• Benefits of law.
• Life insurance.
• Eligible restaurant card after 90 days.
• Rewards program.

Competitive Compensation: We offer more than just wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Percepta is an Equal Opportunity Employer.