Customer Care Representative

OUR COMPANY:

Voyager Global Mobility (VGM) is a leading provider of car leasing solutions tailored for the mobility app industry, including services for companies like Uber and DiDi. With our headquarters in New York City, USA, we operate a global network of branches across the United States and Latin America, committed to offering exceptional service and innovative solutions to our clients

POSITION OVERVIEW:

As a Customer Care Representative (DSS or CR), you will play a crucial role in providing outstanding support to our clients in the United States and Latin America on our Global Business Services (GBS) team based in Colombia. You will handle various types of customer interactions including calls and tickets, addressing inquiries, resolving issues, and ensuring customer satisfaction with our car leasing solutions

KEY RESPONSIBILITIES:

• Customer Interaction:
  Respond to inbound calls, emails, and tickets from customers in the United States and Latin America. Address inquiries related to our car leasing solutions, including leasing terms, vehicle options, and account management
• Issue Resolution:
  Diagnose and resolve customer issues efficiently and effectively. Troubleshoot problems related to car leasing processes and escalate complex issues to higher-level support as needed. Crucial ability identifying root causes of the issues & developing a strategy to solve the issue as quickly as possible
• Communication:
  Provide clear and concise information to customers. Maintain a professional and empathetic demeanor in all interactions, ensuring customers feel heard and valued
• Documentation:
  Accurately document customer interactions, including inquiries, issues, and resolutions, in our CRM system. Ensure all relevant details are captured for follow-up and reporting
• Customer Care:
  Display a strong customer care orientation by actively listening to customer concerns, demonstrating empathy, and providing tailored solutions to meet their needs. This service may include (not limited to):
• Directing customers:
  They may refer customers to the right department or supervisor
• Processing orders and payments:
  They may take orders or process payments
• Making account changes:
  They may update customer account information
• Addressing billing concerns:
  They may help with billing issues
• Recruiting potential customers:
  They may recommend products or services and explain how they can benefit the customer
• Collaboration:
  Work closely with other team members and departments to ensure a cohesive approach to customer support. Share insights and feedback to help improve our service offerings and processes
• Performance Metrics:
  Meet or exceed performance targets including response time, resolution time, and customer satisfaction scores. Actively participate in training and development opportunities to enhance skills and knowledge

REPORTS TO:

• Remotely: To the VGM DSS or CS Teams & Locally to the GBS Structure

JOB REQUIREMENTS:

• Experience:
  3+ years Previous experience in a customer service role, ideally within the car leasing or mobility sector, experience in Customer Care Call is a plus
• Language Proficiency:
  Exceptional Fluency (Speaking and Writing) in Spanish and English is required. Additional languages are advantageous
  (Urdu,Russian, Arab, Hindi, Portuguese, Chinese-Mandarin, Italian)
• Technical Skills:
  Proficiency in using CRM systems, Microsoft Office Suite, Google environment, and other sales-related tools. Good Digital Literacy. Cars and mechanic knowledge as a plus
• Education:
  High school diploma or equivalent; further education or certifications in customer service or related fields is advantageous
• Availability:
  Willingness to work flexible hours to accommodate different time zones across the United States and Latin America
• Location:
  Colombia resident, Bogotá.

SALARY :

• Between 4 and 5 million Colombian pesos depending on experience
• Legal Benefits
• An outstanding company with an awesome work environment
• Career path opportunities

Important:
To ensure efficient communication and evaluation of your qualifications, we kindly request that all CVs and LinkedIn profiles be submitted in English. This will allow us to assess your skills and experience accurately within our recruitment process. Thank you for your understanding.

Note:
The Company reserves the right to modify essential Job functions and qualifications