OUR COMPANY: Voyager Global Mobility (VGM) is a leading provider of car leasing solutions tailored for the mobility app industry, including services for companies like Uber and DiDi. With our headquarters in New York City, USA, we operate a global network of branches across the United States and Latin America, committed to offering exceptional service and innovative solutions to our clients. POSITION OVERVIEW: As a Fleet Support and Telematics representative, you will play a crucial role in providing outstanding support to our clients in the United States and Latin America on our Global Business Services (GBS) team based in Colombia. You will handle various types of customer interactions including calls and tickets, addressing customer concerts about their vehicle, resolving issues by directing them to a local repair shop, advising when the car needs to be towed and arranging the tow as well as getting the necessary approvals for the repairs, and ensuring customer satisfaction with our car leasing solutions. KEY RESPONSIBILITIES: Customer Interaction: Respond to inbound & Outbound calls, emails, and tickets from customers in the United States and Latin America. Address inquiries related to questions about mechanical problems or repairs and helping them resolve the issue or get the vehicle to an approved repair shop. There are also times when we need to reach out to our Customers to ensure they are getting the required preventative maintenance & inspections performed based on internal and Governmental schedules. Issue Resolution: Diagnose and resolve customer issues efficiently and effectively. Troubleshoot problems related to mechanical concerns and escalate complex issues to higher-level support as needed. Crucial ability identifying when a customer may be able to resolve the concern, if the vehicle is safe to drive to a repair shop and/or if it should be towed. Communication: Provide clear and concise information to customers. Maintain a professional and empathetic demeanor in all interactions, ensuring customers feel heard and valued. Documentation: Accurately document customer interactions, including inquiries, issues, and resolutions, in our CRM system. Ensure all relevant details are captured for follow-up and reporting. Customer support: Display a strong customer care orientation by actively listening to customer concerns, demonstrating empathy, and providing tailored solutions to meet their needs. This service may include (not limited to): Basic Car Systems: Understanding how major car systems operate together (engine, transmission, brakes, electrical, suspension) function. Common Car Problems: Familiarity with typical issues like engine stalling, overheating, strange noises, and warning lights. Troubleshooting Techniques: Basic diagnostic procedures like checking fluids, inspecting belts and hoses, and performing simple tests. Problem-Solving Abilities: Logical Thinking: Analyzing the caller's description and identifying potential causes. Decision-Making: Recommending appropriate next steps, such as further troubleshooting or bringing the car to a mechanic. Prioritization: Determining the urgency of the issue and advising the caller accordingly. Collaboration: Work closely with other team members, departments and external vendors to ensure a cohesive approach to customer support. Share insights and feedback to help improve our service offerings and processes. Performance Metrics: Meet or exceed performance targets including response time, resolution time, and customer satisfaction scores. Actively participate in training and development opportunities to enhance skills and knowledge. REPORTS TO: Remotely: To the VGM Fleet Support & Telematics Team within the GBS Structure. JOB REQUIREMENTS: Experience: Previous experience in a customer service role, ideally within the car leasing or mobility sector, experience in Customer Care Call is a plus. Language Proficiency: Exceptional Fluency (Speaking and Writing) in Spanish and English is required. Additional languages are advantageous (Urdu,Russian, Arab, Hindi, Portuguese, Chinese-Mandarin, Italian) Technical Skills: Proficiency in using CRM systems, Microsoft Office Suite, Google environment, and other sales-related tools. Good Digital Literacy. Cars and mechanic knowledge as a plus. Education: High school diploma or equivalent; further education or certifications in customer service or related fields is advantageous. Availability: Willingness to work flexible hours to accommodate different time zones across the United States and Latin America. Location: Colombia resident, preferably of Bogota or Medellin. LOCATION: Colombia, preferably Bogotá or Medellín. SALARY AND BENEFITS: Between 4 and 5 million Colombian pesos, depending on experience. Legal benefits. A supportive company culture with an outstanding work environment. Career path opportunities for growth and development. IMPORTANT: To ensure efficient communication and evaluation of your qualifications, we kindly request that all CVs and LinkedIn profiles be submitted in English. This will allow us to accurately assess your skills and experience within our recruitment process. Thank you for your understanding. NOTE: The company reserves the right to modify essential job functions and qualifications. #J-18808-Ljbffr