Mexico - Customer Experience Advocate

  • Tala
  • Mexico City, Mexico
  • Jul 11, 2018
Full time Customer Service

Job Description

Tala seeks a customer service agent to act as an Internet-based customer assistance champion by providing product and service information, resolve any problems that our customers might face with accuracy and efficiency, liaising with company engineers and product developers to research and fix unusual product experiences.

The position purpose is ensuring excellent service standard, maintaining high customer satisfaction and representing the brand's modern and convenient customer-centric service model.

Duties:

  • Efficiently and promptly resolve customer complaints and questions by clarifying the customers’ issue; determining cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.
  • Build a good standing relationship with our customers.
  • Follow communication procedures, guidelines, and policies.
  • Provide accurate and complete information by using our communication methods.
  • Record customer interactions.
  • Work with customer service Team Lead to ensure proper service to customers is being delivered.
  • Provide feedback and ideas on the efficiency of the customer service processes.
  • Reliably fulfill duties during scheduled shifts, including nights and weekends.
  • Escalate any customer complaints to the Team Lead and ensure solutions have been sort on the same on time.

Requirements:

  • Strong decision making and conflict resolution skills.
  • Willingness to work a flexible schedule.
  • Ability to communicate clearly and professionally verbally and in writing.
  • Ability to handle customer complaints.
  • Good work ethic and team player.
  • Fast at typing and working in modern web technology.
  • Fast at learning new systems and processes.
  • Ability to manage and work under pressure.

Skills and Qualifications:

  • Customer service skills and experience
  • Product knowledge
  • Quality Focus
  • Problem solving
  • Conflict Resolution
  • Multi-tasking
  • Good communication skills
  • Experience with ZenDesk is a plus

About Tala:

Tala is the leading mobile technology and data science company committed to financial inclusion globally. More than 1.3 million people have borrowed through Tala’s smartphone app, which provides instant credit scoring, lending, and other personalized financial services in emerging markets. Tala has raised more than $105 million from leading venture and impact investors including Revolution, IVP, Ribbit Capital, Data Collective, and Lowercase Capital. Tala’s global team is headquartered in Santa Monica, with additional offices in Nairobi, Manila, Dar Es Salaam, Mexico City, Mumbai, and Bangalore.