[Hiring] Bilingual French Customer Service Case Manager @Percepta

Role Description

The Customer Service Case Manager (Bilingual French) will work with customers and prospective buyers to earn and retain their loyalty to our client, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer’s needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. In this role, the Customer Service Case Manager (Bilingual French) is empowered to make decisions using customer satisfaction tools to resolve customer concerns and ensure customer loyalty.

During a Typical Day, You’ll

• Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience.
• Act as a resource for all product knowledge and service support.
• Schedule activities as required for special events.
• Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner.
• Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction.
• Handle inbound customer calls regarding sales and service in a helpful, courteous, and professional manner.
• Handle emails and chats.
• Exhibit strong follow-up and organizational skills in both verbal and written communication.
• Resolve customer issues using all available resources, including Dealers (i.e., service personnel, subject matter experts (SMEs), leadership, and field service engineers).
• Return all email and voice mail messages promptly and follow up with customers and dealers as committed.
• Document customer inquiries and concerns.
• Use applicable customer satisfaction tools to resolve customer issues.
• Participate in business-related marketing and sales projects.
• Meet specified goals as set forth by management.
• Provide feedback to management for the continued and improved performance of the department.
• Work as a team player – assist other team members when in need of support.

Qualifications

• High school diploma required; an Associate or bachelor’s degree is preferred.
• Bilingual English and Canadian French (Fluent) – must be able to pass verbal and written assessments.
• A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales.
• Experience in a luxury field (hospitality or brand product) is a plus.
• Knowledge of the automotive industry is a plus.
• Strong verbal and written communication skills.
• Strong customer service, interpersonal, and relationship-building skills.
• Excellent English language (oral and written), with grammatical knowledge and etiquette.
• Typing skills (minimum of 30 words per minute).

Requirements

• Pay rate of $20.34 per hour, inclusive of the base pay of $18.34 per hour + $2.00 per hour premium for the bilingual French skill.
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) with company match.
• 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 has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

• Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.
• Lead with humility – We listen first, lead with empathy, and stay grounded.
• Service beyond self – We serve others with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one, celebrating and supporting each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.