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Contact Center Analyst for US

PepsiCo -
Miguel Hidalgo, CDMX

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Información del empleo

Cualificaciones

Microsoft Word
Microsoft Excel
Microsoft Access
Microsoft Outlook
Servicio al cliente
Mantenimiento
Inglés
Microsoft Office
Experiencia en bases de datos
Captura de datos
Mecanografía
Liderazgo

Descripción completa del empleo

Overview:

CAREERS TO SMILE ABOUT

At PepsiCo, you’ll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay’s and Quaker, our work touches millions of people every day.

At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.

Whatever your role, you’ll be part of a global community that values your ideas and empowers you to make an impact, on your career and on the world around you.

Responsibilities:

The Opportunity

This position contributes to the success of the Pepsi Beverages Company by providing outstanding customer service to customers and employees in the California, Mountain and Midwest Market Units. The agent will answer inbound calls and ensure issues are resolved through the screening and tracking of each request and dispatching to the appropriate Pepsi service team; while also performing follow up on each call to ensure complete resolution.

Your Impact

As Commercial Assoc Analyst your functions would consist of …

Answer and provide outstanding customer service of 50+ calls a day (Based on avg call volume of 500 calls per day)
Process inbound calls to determine appropriate area, (i.e., Delivery, Merchandising, MEM, etc.)
Partner with other departments to achieve root cause resolution of customer issues and provide feedback through reporting.
Achieve individual and team objectives to include: Average Call Handle Time, Calls per Hour, Cases Closed, Quality Service Level, Achieve < 2% abandonment rate goal for the Pepsi Support Center
Maintain complete and accurate documentation within the Customer Service Center Call Log
Maintain an On Target or better performance rating
Contribute toward team goals and objectives
Contribute toward improving National Customer Survey Score
Communicate with field partners to ensure up-to-date staffing/location contact changes

Qualifications:

Who Are We Looking For?

English language proficiency
Strong PC data entry skills. Typing skills at a minimum of 50+ WPM
Proficient in Microsoft Office Suite - Word, Excel, Outlook and Access. Knowledge of Database Maintenance/creation is preferred
Previous relevant work experience in a customer service-phone based environment
Highly developed listening, analytical, and problem-solving skills
Able to work within a team environment

If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements.

What can you expect from us:

Opportunities to learn and develop every day through a wide range of programs.
Internal digital platforms that promote self-learning.
Development programs according to Leadership skills.
Specialized training according to the role.
Learning experiences with internal and external providers.
We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
Financial wellness programs that will help you reach your goals in all stages of life.
A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.

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