Customer Support Us Analyst

We Are PepsiCo

Join PepsiCo and dare to transform! We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place. 

Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries. PepsiCo Mexico is one of the most significant consumer product companies in the country. Our product portfolio, which includes 22 of the world's most iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade and Sonrics, has been a part of Mexican homes for more than 116 years. 

A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world. 

Join PepsiCo, dare to transform. 

The Opportunity

PepsiCo Customer Care Advocates deliver extraordinary care by promptly and accurately responding to customer inquiries. PepsiCo Customer Care Advocates strive to make it easy to do business with us, solving customer issues, while celebrating their value to us.

Your Impact 

As Sales Support Assoc Analyst your responsibilities would consist of

• Interact empathetically with customers and field personnel in a call center environment via phone and email in response to equipment malfunctions and service requests
• Gather and validate customer/equipment information and determine the issue by analyzing the symptoms
• Diagnose and resolve cooler and vendor issues using provided diagnostic tools
• Research and document service-related issues, escalations, and missed commitments and deliver seamless communication to ensure resolution
• Exemplary attendance and punctuality
• Follow standardized procedures to deliver world class customer service and first call resolution

Who Are We Looking For?

• Fluent in English
• Bachelor’s degree in Business/Control/Operations
• Engaging personality that blends well with a fast-paced, goal-driven environment
• Proper phone etiquette and courtesy
• Highly organized with exceptional follow-through abilities
• Ability to speak and type clearly, concisely, and accurately, using proper grammar
• Ability to multitask between customer calls and logging of case notes/ template submissions in a fast paced environment
• Demonstrated ability to empathize with customers, and tailor communication to each individual
• Openness to constructive coaching and ability to implement recommended best practices to achieve performance objectives
• Ability to adjust to constantly-changing technology, processes, and team structures
• Ability to maintain stable performance under pressure during periods of high call volume
• Sets high standards of performance for self, assuming personal responsibility and accountability for successfully meeting objectives
• Strong proficiency in computer systems and data entry
• Ability to work with minimal supervision
• Superior problem solving and analytical thinking skills

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.