Bilingual Customer Service Chat Agent (English/Spanish) at Percepta

Mexico

At Percepta, we bring first-class service across each market we support. As a Bilingual Customer Service Chat Agent (English/Spanish) working remote you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You’ll Be Doing Ability to maneuver effortlessly through chat to provide the customer with prompt, courteous and accurate information including: Reflects accurate responses to customer inquiries through instant messaging software and utilizes all available resources to support resolution. Makes outbound calls to dealerships as needed to assist with customer inquiries or case resolution. Researches and determines appropriate actions in accordance with established policies, procedures, dealer or regional feedback, and job aids. Responsible for meeting all individual performance objectives, including customer satisfaction, issue resolution, efficiency, quality, attendance, and punctuality, while taking accountability for achieving these results. Demonstrates personal ownership in meeting customer needs by exhibiting empathy, enthusiasm, professionalism, and expertise. Maintains consistent courtesy in all customer interactions and fulfills all customer commitments. Proactively maintains up to date knowledge of policies, procedures, processes, and organizational changes. Continuously improves customer handling skills, process knowledge, and company and product understanding. Actively participates in team meetings, sharing knowledge and recommendations with supervisors and team members. Engages in coaching and training opportunities, retaining and applying learned concepts. Adheres to and supports all Percepta, Client ISO, Quality Systems, Q1 standards, and related initiatives. Completes additional tasks and projects as assigned. Maintains professional working relationships. What You Bring to the Role High School Diploma required. 1–2 years of customer service experience, preferably in a chat contact center or digital communications environment. Additional experience in customer sales or service is a plus. Excellent written communication skills, with the ability to convey information clearly, professionally, and engagingly. Strong verbal communication skills; able to respond effectively to questions and follow-ups over the phone or in writing. Dynamic, engaging, and professional writing style that connects with customers and drives understanding. Outstanding interpersonal skills and business communication ability, both verbal and written. Proven customer service expertise, including the ability to ask insightful questions to uncover customer needs and concerns. Strong problem-solving and troubleshooting abilities to address and resolve customer issues efficiently. High levels of empathy and adaptability to respond effectively to diverse customer situations and needs. Proficient in using chat platforms, CRM systems, and other digital tools to manage customer interactions efficiently. What You Can Expect What You Can Expect $90 hourly Remote work: Schedule from Monday to Sunday 2 days off / Day shift (40 hours per week). Monthly Performance bonus Loyalty Bonus (as of the second year worked) 12 days of vacation One paid personal day for your 1st anniversary with the company. Vacation Bonus (25%25 - 1st year; 50%25 - successive years) Christmas Bonus (15 days) Restaurant Card (after 90 days of employment) Life Insurance (24 months of salary) Training and Development opportunities (Percepta College) Award-winning Employee Reward Program (Perci Perks - Employee Referral Program ($10,000 MXN after 90 days of employment) Employee Discount 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 every day. As a Percepta team member, you can expect: 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 together by lifting each other up, influencing one another for the better, and ensuring everyone wins. Deliver Remarkable – We engage openly and with curiosity to co-create bold ideas that connect and inspire. Career Growth – We provide 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 Job Type: Full-time Work Location: Remote / CDMX