Bilingual Agent Backoffice
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.
**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 Bring to the Role**
- Pay rate of $90 MXN per hour / 40 hours weekly
- Loyalty Bonus (as of the second year worked)
- 12 days of vacation
- Legal Benefits:
- 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:
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📌 Bilingual Agent Backoffice (Ciudad de México)
🏢 Percepta International
📍 Ciudad de México