Customer Champion
About your role
Your role at Baubap is of paramount significance, as you are the primary point of contact for our customers, assisting them in navigating our platform seamlessly. You will also collaborate with the Product and Engineering departments to lead initiatives that enhance our product value. As a Baubap ambassador, you are expected to radiate warmth, deliver exceptional service, and exhibit meticulous attention to detail. Your unwavering dedication plays a pivotal role in cultivating enduring relationships and propelling our business to greater heights.
This role will work in our offices in CDMX (La Colonia, Roma Norte)
Outcomes
- Provide exceptional service and resolution to our clients, maintaining and improving our current Customer Satisfaction rate of 89%.
- Ensure loan disbursements are processed within a specified timeframe, while maintaining an error rate below the set standard.
- Critically assess client information and documentation for decision-making.
- Offer valuable feedback to data science and engineering teams to support product improvements.
- Act as a Baubap ambassador, ensuring client experiences are effectively communicated to internal teams for ongoing product development.
Day to day
- Assist customers through our communication channels such as Voice calls, WhatsApp, Social Media and Play Store Reviews, ensuring their experience, satisfaction, and resolution are prioritized.
- Address and resolve inquiries from all our customers as soon as possible.
- Collaborate with internal teams, such as Engineering and Product, in order to bring important client insights that can translate into product improvements.
- Evaluate exceptional loan requests from clients taking into consideration the customer experience.
- Innovate and negotiate solutions for specific situations where clients can not pay their loans on time.
- Receiving documents, packages and occasional office visitors.
Requirements
- Availability to work in our office located in La Colonia, Roma Norte.
- Availability to work from Monday through Friday, from 9.00am to 6.00pm.
- At least 2 years of professional experience in customer support roles, dealing directly with clients, preferably in the financial services or fintech industry.
- Strong problem-solving and critical thinking skills are essential when handling various client situations.
- Excellent spelling and grammar, as well as great communication skills.
- Familiarity with customer service tools such as CRMs, or chat platforms such as Intercom.
- Desirable knowledge of process optimization tools such as Jira, Miro, among others.
- Desirable product knowledge/mindset, leading and/or participating in usability tests and customer interviews.
- Desirable knowledge in Social Media as you will get to solve our customers' questions via Facebook, Whatsapp and Instagram.
- Conversational English level: B1 or higher.
Nice to have - Start-up or fintech experience
- Familiarity as a user of financial services.
The process consists of 5 stages, each designed to assess the various skills and experience required for this role. If you successfully pass each stage, the recruiter will inform you, and you’ll continue to move forward. Interviews are conducted remotely; however, the role requires in-person attendance.
- Application Review: Once we receive and review your application, if your profile aligns with what we’re looking for, the recruiter will send you a link to schedule a Pre-Screen interview.
- Talent Acquisition Interview: In this initial 15-20-minute conversation, we’ll conduct a quick dive into your experience, review your salary expectations, and explore your motivations for joining Baubap. If the outcome is positive, you will be asked to complete our take home test.
- Take Home Test: This stage is specifically designed to evaluate your multichannel communication, client service mindset, your writing skills and your skills working cross functionally with a Product team. You will have 2 days to complete our test. If we like what we see you will be invited to participate in our Assessment Center.
- Assessment Center: Our Assessment Center is a crucial part of our recruitment process, where we get to see your skills in action. You’ll be paired with another candidate and together, you'll tackle a real-world user case, giving us valuable insight into how you approach problem-solving and teamwork. You’ll have 15 minutes to solve each case, after which you’ll present your solution to the other candidates and evaluators. Following your presentation, there will be a Q&A session where we encourage all teams to provide feedback and ask follow-up questions. By the end of the assessment, you will have demonstrated how your experience and skills align with what we’re looking for in a professional. The assessment center is only 1 hour long.
- Final Interview: If you successfully pass the assessment center, we will be scheduling a final interview with our Chief of Staff.
After that, you have completed our recruitment process and hopefully join our team as Customer Champion at Baubap!
What do we offer?
- Being part of a multicultural, highly driven team of professionals
- 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
- 1 month (proportional) of Christmas bonus (Aguinaldo)
- Food vouchers
- Health & Life insurance
- Base Monthly Gross Salary of 24,000.00 MXN pesos
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