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% - 1st year; 50% - 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 everyday. 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
