Bilingual customer experience advocate (hybrid)
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
* 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
pangea is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
benefits:
* flexible scheduling includes a hybrid work model with in-office days from tuesday to thursday and the option to work from home on mondays and fridays.
* 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
* employee recognition and rewards program
* charitable matching and a paid volunteer day…plus so much more!
about pangea:
pangea offers a smarter way for people to move money around the world to friends and family. Founded in 2012, pangea started with a mission to revolutionize the remittance industry by providing customers a powerful, easy-to-use mobile application to send money internationally. Since then, we have grown to offer additional products and services to help underbanked immigrants gain financial independence.
pangea operates as an independent subsidiary under enova international (nyse: enva). Also headquartered in chicago, enova is a leading financial technology company offering accessible credit to millions of customers. Together, pangea and enova are on a mission to help hardworking people get access to fair financial services.
as pangeans, we value introspection, accountability, empowerment, excellence, and above all, kindness. We believe in a fierce dedication to customer experience. We know that diversity is the key to innovation and creativity. If you have a growth mindset and you thrive under pressure, you’re a great fit for our team!
it is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law.
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