Bilingual Agent Backoffice at TTEC

Ciudad de México, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

20 Aug, 26

Salary

90.0

Posted On

22 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Bilingual Communication, Multitasking, Computer Literacy, Interpersonal Skills, Relationship Building, English Grammar, English Spelling, Case Management, Professional Writing

Industry

Outsourcing and Offshoring Consulting

Description

At Percepta, we bring first-class service across each market we support. What You’ll Be Doing 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) to render Loyalty decisions, 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 and Loyalty guidelines. · Ensure all decisions and/or next steps are properly documented in GCCT to allow for an accurate historical view of customer contacts with the 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 · Multitasking skills. · Working knowledge of computers. · Strong customer service, interpersonal and relationship-building skills. Excellent grammar and spelling in English Available to work on site 100%25 Responsibility and on time from training onwards. What You Can Expect $ 90 hourly Schedule- Monday to Friday Legal and additional benefits. 12 vacation days, Vacation bonus 25%25 1st year, successive years 50%25. Christmas bonus 15 days. Restaurant card after 90 days. Life insurance 24 months of salary. Bonus: as of the second year worked. Training programs. Employee reward program. About Percepta Established in 2000 as a joint venture between TTEC & Ford Motor Company, Percepta specializes 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 vantage points and allows every individual to bring value to the table in their unique way. #LI-Onsite

Responsibilities

The specialist provides professional responses to dealer-generated financial assistance requests using CRM tools and loyalty guidelines. They are responsible for documenting decisions in GCCT and meeting service level metrics to support business performance goals.