Bilingual Customer Experience Advocate (Hybrid)
Pangea Money Transfer
This job is no longer accepting applications
See open jobs at Pangea Money Transfer.See open jobs similar to "Bilingual Customer Experience Advocate (Hybrid)" Wasson Enterprise.About the role
We are looking for a Bilingual Customer Experience Advocate to join our amazing team in Mexico City. In addition to providing on the phone support to our team of Tier-1 members during high-volume times of the day, you will also be responsible for supporting several cross-functional teams within Pangea to continuously improve our platform. This role will be reporting into the Customer Experience Manager. At Pangea, we work hard, move fast, and laugh a lot. If you’re dedicated to world-class customer support, we want to talk to you!
As a Customer Experience Advocate, you’ll get to:
- Ensure customer transfers continue to process with minimal delays by processing back office work including: ID Verifications, Refunds, Tests, and Manual Deposits at local and international bank branches
- Contact customers flagged by our fraud team to determine potential risk and exercise independent judgment to determine their legitimacy
- Answer questions and handle escalated tickets from the Tier-1 support team so inbound customers are certain to get the correct answer in a timely manner
- Handle escalated calls from the Tier-1 team
- Address and reply to customers comments, questions and interactions via social media with an outstanding customer service approach in a timely manner.
- Escalate production issues to Engineering team and leadership while acting as the point of contact for troubleshooting
- Answer inbound customers through phone and chat during key business periods as requested by leadership
- Conduct outbound calls to customers about escalated request and provide first contact resolution
- Attend 1:1 coaching and training sessions with the Customer Experience Manager
The ideal candidate will have:
- Bachelor’s degree or equivalent work experience
- 2+ years of experience in Customer Service roles, ideally in a consumer facing technology company
- Experience with different channels of customer service including phone, e-mail, social and/or chat.
- Excellent verbal and written communication skills in both English and Spanish, including top-notch grammar and spelling.
- Excellent problem-solving skills and ability to make informed decisions
- Advanced / native proficiency in both English and Spanish languages
- Ability to multitask, prioritize and manage time effectively
Shift Details:
- In this role, you will work 40 hours over a 7 day week
- You will be scheduled to work 5 days throughout the week with 2 consecutive days off
- Your shift will be 9 hours scheduled anywhere between 8:00 am - 10:00 pm with a 1 hour lunch break
Benefits & Perks:
- Flexible work schedule (In-office T/W/Th and remote M/F for hybrid-eligible roles)
- Health, dental, and vision insurance including mental health benefits
- 401(k) matching plus a ROTH option (U.S. Based employees only)
- PTO & paid holidays off
- Sabbatical program (for eligible roles)
- Paid parental leave
- DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
- Employee recognition and rewards program
- Charitable matching and a paid volunteer day…Plus so much more!
This job is no longer accepting applications
See open jobs at Pangea Money Transfer.See open jobs similar to "Bilingual Customer Experience Advocate (Hybrid)" Wasson Enterprise.