Cx Representative

**About us**:
Βeat is a mobile app that transforms the way people move in their cities. Tap a button on your smartphone and you get a ride in just a few minutes. Beat’s mission is to become part of people’s everyday life by making transportation more affordable, convenient, efficient, and safe while providing enormous economic opportunities to hundreds of thousands of people who drive with Beat.

Beat is part of the FREE NOW group, the ride-hailing joint venture of Daimler and BMW. The app was founded in Athens, Greece, starting its life as “TaxiBeat”. Within 3 years of operations in the Greek capital, Beat extended its service in Latin America, starting from Peru. Today, Beat is the fastest-growing ride-hailing service in this region, serving millions of rides every day. The app is currently available in Greece, Peru, Chile, Colombia, Mexico, and Argentina.

**About the role**:
We are looking for a talented CX Representative for our team in Santiago to ensure that our customer experience team gives our drivers their best. In this role, you will have the opportunity to solve drivers problems ensuring efficiency and quality.

You will work closely with cross-functional stakeholders (regional teams, centralized teams, operations, product development, etc) in order to raise and solve issues, and also to implement best practices to improve our CX processes.

The core responsibilities of the role include day to day operations to ensure an outstanding service for our drivers.

**What you'll do day in day out**:

- Provide effective training to CX representatives, collaborating with the CX supervisor with weekly monitoring, QA and feedback
- Responsible for keeping their team updated and effectively communicating important news and decisions in the area
- Handle and follow-up of critical cases as first escalation point where our brand is involved and maintain stakeholders in the loop
- Role model for team, delivering excellence in CX tasks

**What you need to have**:

- B1 English proficiency (Intermediate +) in order to understand tools and business updates.
- Experience in customer service (At least 1 year) conflict resolution. Academic degree.
- Effective communication, collaboration, empathy, customer oriented, Beat values.

**Nice to have**:

- Problem solving skills