Bilingual Customer Care Advocate
Full Time
Winston-Salem, NC 27105
Posted
Job description
$15.45 per hour
Job Summary:
If you are passionate about serving customers, results driven and interested in working for a world-class global brand, then the PepsiCo Customer Care Advocate may be an ideal position for you. As a PepsiCo Customer Care Advocate, you serve as the face and voice of the PepsiCo brand.
PepsiCo Customer Care Advocates deliver extraordinary care by promptly and accurately responding to customer inquiries. PepsiCo Customer Care Advocates strive to make it easy to do business with us, solving customer issues, while celebrating their value to us.
If you are passionate about serving customers, results driven and interested in working for a world-class global brand, then the PepsiCo Customer Care Advocate may be an ideal position for you. As a PepsiCo Customer Care Advocate, you serve as the face and voice of the PepsiCo brand.
PepsiCo Customer Care Advocates deliver extraordinary care by promptly and accurately responding to customer inquiries. PepsiCo Customer Care Advocates strive to make it easy to do business with us, solving customer issues, while celebrating their value to us.
As a PepsiCo Customer Care Advocate, you would be responsible for handling inbound calls and analyzing account information for the repair and maintenance of any equipment within the customer's business. Success in this role will be achieved largely through the ability to navigate a high volume of calls in a fast-paced setting, successfully diagnosing and repairing equipment over the phone and providing exemplary customer service.
The Customer Care Advocate will receive company issued loaned equipment such as a monitor, laptop, and headset to aid the performer their daily tasks.
Essential Job Functions:
- Interact empathetically with customers and field personnel in a call center environment via phone and email in response to equipment malfunctions and service requests
- Gather and validate customer/equipment information and determine the issue by analyzing the symptoms
- Diagnose and resolve fountain issues, providing troubleshoot steps using diagnostic tools
- Research and document service related issues, escalations, and missed commitments and deliver seamless communication to ensure resolution
- Exemplary attendance and punctuality
- Follow standardized procedures to deliver world class customer service and first call resolution
- De-escalation of callers as needed
The above statement describes the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.
Physical Demands:
Sedentary: This position requires sitting for up to 8-hours per day and using a computer. The candidate must be able to remain in a stationary position for at least 90% of the time shift.
What we offer you:
- Medical, Dental, Life and Disability Insurance
- Tuition Reimbursement
- Paid Time Off
- Overtime Opportunities
- Monthly Bonus potential
- Retirement Planning Options (401K)
- Advancement after 1 year of sustained performance with no documented actions
- Local and Global career advancement opportunities
Other Job Requirements:
- Engaging personality that blends well with a fast-paced, goal-driven environment
- Proper phone etiquette and courtesy
- Highly organized with exceptional follow-through abilities
- Ability to speak and type clearly, concisely, and accurately, using proper grammar
- Ability to multitask between customer calls and logging of case notes/ template submissions in a fast paced environment
- Demonstrated ability to empathize with customers, and tailor communication to each individual
- Openness to constructive coaching and ability to implement recommended best practices to achieve performance objectives
- Ability to adjust to constantly-changing technology, processes, and team structures
- Ability to maintain stable performance under pressure during periods of high call volume
- Ability to work 2 days per week in office
- Sets high standards of performance for self, assuming personal responsibility and accountability for successfully meeting objectives
Qualifications:
- High School Diploma/GED or greater
- Minimum 2-year customer service experience in a phone/computer based or customer facing environment
- Strong proficiency in computer systems and data entry
- Ability to work with minimal supervision
- Superior problem solving and analytical thinking skills
- Availability to work evenings, weekends, holidays, and occasional overtime to meet business needs
- Must pass drug testing and criminal background screening
- Must speak Spanish or French fluently.
- Must read/write Spanish or French proficiently
- Candidate will be speaking and writing in English for the majority of the position - MUST be fluent in both English and other language
Pepsico is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law. We are committed to providing access, equal opportunity, and reasonable accommodations for people with disabilities.
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