Bilingual Customer Service Chat Agent (English/Spanish)

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 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