Bilingual Agent BackofficeLocation: MX-DF-Mexico DFDescriptionDuring a Typical Day, You'llProvide resolution and/or next steps to dealer-generated financial assistance cases using available resources to determine the appropriate actions (e.g., Retention Model output, knowledge base content, etc.).
Ensure appropriate action (including required escalations) is taken with utmost priority and speed, to ensure service level metrics are achieved.Written communication is professional and grammatically correct within GCCT case notes and dealer portal messages.Ensure all decisions and/or next steps are properly documented in GCCT to allow for an accurate historical view of customer contacts with the Ford Customer Relationship Center (CRC).
Attend team meetings, focus groups, and training sessions as scheduled.Work on activities and/or projects as requested by the Supervisor.Identify and relay to Supervisor areas for improvement within the Fast Path case handling process.What You Brin...