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EY Customer Service Representative EY GDS Mex 
Mexico, Mexico City 
466906174

23.06.2024

Job Requirements:

  • High school diploma or equivalent required
  • Specific knowledge of Finance & Accounting is preferred
  • Approximately 0-7 years of related experience preferred
  • Customer Service Call Center experience preferred
  • 100% fluent in English in both written and verbal forms. (Mandatory).

Essential Functions of the Job:

  • Performs duties and responsibilities with limited supervision in accordance with department policies and procedures
  • Provides call center support to EY personnel and external parties regarding Finance transactions
  • Escalates calls to leadership as appropriate
  • Document’s inquiries and resolution status
  • Identifies process issues and suggests solutions
  • Assists with special projects as requested
  • Meets production volume and quality standards as outlined by department management

Additional responsibilities may include:

  • Act as a mentor, trainer, and knowledge resource to less experienced staff
  • Collaborate and knowledge-share best practices to improve department efficiencies
  • Act as a point of escalation for urgent matters

Analytical/Decision-Making Responsibilities:

  • Understands the Firm’s business, organization structure, and Finance operations
  • Frequently educating our partners/employees on policies and procedures
  • Uses proven judgment and experience in applying concepts and guidelines; follows through on commitments and takes responsibility for results

Knowledge and Skills Requirements:

  • Ability to research, analyze, interpret, and document customer inquiries
  • Understands the expectations of customers and delivers service that exceeds customer’s needs within department guidelines
  • Highly effective verbal and written communication skills with an emphasis on professionalism, confidentiality, tact, and diplomacy
  • Exhibits a positive can-do attitude and approach to responsibilities; meets new challenges and changes with an open mind; demonstrates a commitment to the job
  • Proficient with Firm standard technology including Microsoft office and Microsoft Outlook
  • BS/BA degree in Business Management, Finance, Accounting, or equivalent experience is a plus

Supervision Responsibilities:

  • This position reports to the Customer Service Supervisor