25 ene
Western Union
Xico
Senior Analyst Escalations, Customer Care
Senior Analyst Escalations, Customer CareLocation: MEX - Mexico DF
Time Type: Full time
Posted on: 8 Days Ago
End Date: January 31, 2025
Job Requisition ID: JR0122934
Are you passionate about helping others and providing a world-class agent and partner experience?
Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive?
Then join Western Union as a Senior Analyst Escalations, Agents Support.
Western Union powers your pursuit. In your role,
you will support our agents and partners network in the Americas Region to make their interaction with us pleasant and easy so they can provide a great customer experience.
You will also work with internal teams and get involved on projects to enhance our support model with a focus on the following:
Role Responsibilities Support our agents and proactively contact them to obtain business intelligence.Collaborate with our internal teams on managing the relationship on the functional side with agents and key partners.Finding end-to-end solutions to agents' requests.Ensure that documentation/procedures/measurements are kept up to date with industry standards.Handle second level escalations.Contribute to the team environment and maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.Role Requirements Strong verbal and written English and Spanish skills are required.+2 years of experience in the call center industry (with customer service capacity experience preferred).A bachelor's degree or studying in a related field is desirable.High school degree is required.Analytical skills and logical thinker with effective time management skills and ability to multi-task.Strong ability to solve problems while focusing on excellent customer service.Intermediate/Advanced Excel skills.Organized and able to handle tasks based on priorities for the position.Teamwork attitude.Benefits You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few.
Your Mexico-specific benefits include:
Grocery voucher.2 personal days off.Savings fund.Insurance for Major Medical Expenses, Vision, Dental.Online medical insurance 24/7.Special days for marriage or concluding an academic degree.Western Union values in-person collaboration, learning, and ideation whenever possible.
We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals.
By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.
Our Hybrid Work Model categorizes each role into one of three categories.
Western Union has determined the category of this role to be Hybrid.
This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location.
The expectation is to work from the office a minimum of three days a week.
We are passionate about diversity.
Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve.
We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status.
The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.
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