Bilingual Agent Backoffice (Xico)

Location: MX-DF-Mexico DF

During a Typical Day, You'll

• Provide 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 rel...