[Hiring] Bilingual French Customer Care Representative @Percepta

Role Description

As a Bilingual English/French Customer Care Representative (Rewards Guide), you will be a part of creating and delivering amazing customer experiences while enjoying the satisfaction of being part of a unique culture.

The Rewards Guide provides exceptional customer service support for the Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels, including:

• Technical app support
• Concern resolution
• Detailed product information
• Sales incentives/campaign support
• General information and/or questions

The Rewards Guide will be responsible for providing timely, professional, and accurate customer service within the contractual customer service metrics.

During a Typical Day, You’ll

• Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information.
• Utilize available resources to accurately respond to customer inquiries through appropriate channels.
• Correspond with customers via mail channel as appropriate.
• Review customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools.
• Rewards Guides may be assigned to specialize but will be cross-trained to support the functions.
• Provide inbound helpdesk support for member, dealer, and region employees on various issues including:
  • User access
  • Promotion information
  • Site navigation
  • System errors and performance
  • Billing
  • Reporting and dealer list uploads
• Website assistance to dealers and field personnel.
• Dealer enrollment process.
• Reviewing dealer parts statements.
• Process program cancellation requests.
• Determine the appropriate route for escalating complex issues based on the type of expertise required.
• Document the status of all interactions, indicating appropriate outcome and follow-up requirements.
• Establish a rapport and build confidence in the brand recognition by proactively promoting the company's products and services.
• Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill, and expertise.
• Achieve ‘world-class’ service with each member, defined as consumers having a uniquely pleasant experience.
• Utilize all resources, including the call-specific applications, to obtain the correct answer for the customer.
• Document all actions in the appropriate call tracking system.
• Identify and relay to the Team Leader areas for improvement within the inquiry and concern resolution processes.
• Communicate customer service problems to the Team Leader when necessary.
• Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
• Maintain exceptional product knowledge as it relates to technical support and continuously update knowledge of product and service offerings.
• Perform additional responsibilities or projects as assigned.

Qualifications

• Must be fluent in both English and French (oral and written).
• Six (6) months of customer service/sales experience in a contact center operations environment is desired.
• Contact center experience is desired.
• Understanding of dealership operations and processes is desired.
• Microsoft Office 365 (Word, Excel, Outlook, etc.).

Benefits

• Pay rate of $19.00 per hour ($17.00 +$2.00 Language Premium).
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Traditional 401(k) Retirement Plan.
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs (Percepta College).
• Employee Rewards Program (Perci Perks).

Company Description

Established in 2000 as a joint venture with TTEC, Percepta specializes in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

• Lead with humility
• Service beyond self
• Leave it better
• Win together
• Deliver remarkable

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.