Ford México Looking for Customer Service Representative at Área metropolitana de Ciudad de México Full Time

Hybrid schedule

We are looking for customer service representatives who will be responsible for taking inbound customer phone calls from Ford Credit customers, dealers, insurance companies, or other third parties while maintaining high levels of customer satisfaction. Representatives will navigate multiple systems to resolve many and varied phone calls related to vehicle financing or leasing. The primary focus of a Customer Service Representative is to build customer relationships and brand advocates by servicing customers with honesty, expertise, and care.

Responsibilities

• Provide a positive customer experience while appropriately handling routine inbound calls related to vehicle financing or leasing, including but not limited to payment extensions, due date changes, payment research, and support of self-services available online through Account Manager
• Take ownership of each customer to transform customer experience in every moment to build lifetime relationships; Representatives are empowered to resolve customer needs independently and are expected to:
• Utilize online knowledge-base and navigate multiple applications to assist with call handling and decision making
• Research, explain, and correct required items such as misapplied payments or payoffs and balance disputes
• Clearly explain process requirements and obtain required information
• Discuss past due accounts with customers and obtain acceptable arrangements to get the account up to date
• Possess workplace agility:
• Remain knowledgeable and prepared for upcoming changes to processes and technology
• Embrace and deliver on the Work from Home strategy by leveraging all resources to maintain expected productivity levels
• Be prepared to engage and contribute positively in a collaborative, team-based environment

Qualifications

• Preferred consideration will be given to those with financial services experience
• Proven English proficiency – both spoken and written (preferably native English or language certification)
• Strong oral and written communication skills
• Must be comfortable with technology and leaning into change, as ongoing technology and process improvements are planned
• Capability to work from home (Hybrid-Model) once fully trained, maintaining schedule adherence, with a quite office space and reliable high-speed internet.

Additional Requirements:

• Must be flexible to work any shift during CSC hours of operation. Current hours of operation for this position are: Monday – Friday (7 AM – 7PM CST) and on Saturday (7 AM – 3 PM CST). Up to one-hour lunch and two 15-minute breaks are provided. Regular fixed daily shifts start between 6:50 AM CST and 11 AM CST and include one late shift per week with rotating Saturdays (frequency of Saturday rotations may vary based on business needs and employees will be given advance notice)

DISCLAIMER

Ford Motor Company is an Equal Opportunity Employer, as we are committed with a diverse workforce, and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran and basis of disability.