[Hiring] Bilingual French Customer Service Case Manager @Percepta

Role Description

As a Customer Service Case Manager (Bilingual French), you'll play a key role in creating exceptional customer experiences for a globally recognized leader in high-quality automotive products and services. You'll build lasting relationships with customers and prospective buyers by taking the time to understand their needs, concerns, lifestyles, and preferences. Through active listening, expert guidance, and timely, personalized solutions, you'll help resolve issues with confidence and care.

During a Typical Day, You’ll:

• Deliver an exceptional customer experience by building trust and guiding customers through the pre-purchase journey, including vehicle information, availability, specifications, promotions, products and services, and dealer connections.
• Serve as a knowledgeable resource for product information, sales inquiries, and service support while handling inbound calls, emails, and chats in a professional, courteous, and timely manner.
• Actively listen to customer needs, manage interactions efficiently, and resolve inquiries and concerns using available resources, including dealerships, subject matter experts, leadership, and field service engineers.
• Serve as a liaison between customers, dealerships, and internal support teams to ensure timely follow-up, issue resolution, and overall customer satisfaction.
• Document customer interactions accurately, return voicemail and email messages promptly, and maintain strong organizational and written communication skills.
• Utilize customer satisfaction tools, including financial assistance, service plans, maintenance plans, and payment solutions, to resolve customer concerns and strengthen brand loyalty.
• Participate in business initiatives, marketing and sales projects, special events, and other activities that support departmental and organizational objectives.
• Achieve established performance goals, provide feedback to support continuous improvement, and collaborate effectively with team members to ensure shared success.

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.
• 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, with Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Traditional 401(k) Retirement Plan.
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement Training & Development Programs (Percepta College).
• Employee Assistance Program (EAP).
• Employee Discount Program.
• Award-Winning Employee Rewards & Recognition 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.
• At Percepta, we lead with humility, serve beyond self, leave it better, win together, and 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.
• We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity.