CUSTOMER EXPERIENCE OPERATIONS SR REPRESENTATIVE

Why GMF?   GM Financial International Operations conducts business in Latin America and China.
International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers.
The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets.
Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.
About the role As a Customer Experience Operations Sr.
Representative, you will receive our customer’s feedback through Voice of Customer survey program, about GM Financial processes and services, and the one´s surrounding GM and Dealerships.
The role will focus mainly on detractors’ customers, which are those that had a negative experience within the Customer Journey and require a special and personalized attention from our side (Close the Loop) either by phone or e-mail, converting them into promoters’ customers of our Brand.
Some of the CXO Sr Representative activities but not limited are identify trends of the principal topics complaints from our customers to give visibility to other areas of GM Financial.
The CXO Sr.
Representative will also help to promote a Think Customer culture within GMF.
You will also perform the process of attention to Social Media posts in GM Social Media Channels according to specific protocols stablished with Operations areas.
About the Customer Experience Operations team.
The Customer Experience Operations team works directly to improve our NPS (Net Promoter Score), which is one of the main KPIs of the company; our objective is to achieve our stablished goals for Mexico, Colombia, and Chile through a more active participation across the teams and ensuring initiatives focused on the Voice of Customer program.
What you need Customer service values / orientation Bachelor’s degree Spanish & English both written and verbal Working knowledge and experience in intermediate computer programs such as Microsoft Office pack You come up with creative solutions to overcome pesky problems.
You’re ultra-organized and you’re all about the fine details.
You’re analytical and have in-depth knowledge of Customers´ complaints.
You think of solutions others may not have considered.
You are empathic to our customers’ needs.
Nurture our customers and encourage them to promote the brand.
Strong communication skills (listening, providing clear and concise information, using proper language and grammar).
Capable of working effectively across functional groups and various levels of the organization to achieve positive results.
Prioritize and plan work activities, using time efficiently.
Demonstrate ability to multi-task keeping company objectives and customer complaints management in mind.
Demonstrate proficiency in business letter writing both English and Spanish.
Detail oriented with a sense of urgency.
Solid professional work behaviors (attendance, teamwork, time management).
What you will be doing For Mexico, Colombia, and Chile, responsible for receiving through the CX platform (Qualtrics), customer’s feedback in the Customer Journey (Onboarding, Anniversary, End of term and Transactional), identify alerts, pursue investigation of the reasons behind customer un-satisfaction, take resolution and close the loop with the customer.
Similar procedures to follow within Social Media posts attention.
In addition, you will be responsible for following-up CX metrics reports, alerts/complaints, to provide visibility of trends in common customers topics complaints and to provide support to initiatives and projects related to improve our Customer Experience.
You will track, process, and manage all aspects of a customer complaint from the moment it is opened until it is resolved and closed.
Main activities.
Communicate with customers through phone and e-mail about details of their feedback.
Maximize customer experience always ensuring empathy and clear communication.
Serve as the first point of contact for all customer related issues and ensure all CX complaints are resolved.
Managing of all customers through Qualtrics platform.
Accurately provide visibility of customers concern to all levels of the organization.
Escalate all unresolved cases to the appropriate area if needed.
What we offer At GM Financial we want you to be the most authentic version of yourself.
We take care of your work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community, while providing you with a competitive salary and benefits.
Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.
#LI-MON Disclaimer Mexico - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization.
We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.