[Hiring] Customer Experience Specialist @TTEC

Role Description

As a French Bilingual Customer Experience Specialist, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty with our customers, 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.
• Carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis.
• 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.
• Guide the customer from website to pre-buy experience, including vehicle knowledge and availability, local promotions, and assisting with specifications.
• Act as a resource of all product knowledge and service support.
• Schedule activities as required for special events.
• Actively listen to the customer while controlling the interaction professionally and efficiently.
• Act as a liaison between 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, service personnel, 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, including financial assistance, service plans, payments, and maintenance plans.
• 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; Associate or bachelor’s degree is a plus.
• A minimum of 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 and French bilingual fluency (oral and written), with grammatical knowledge and etiquette.
• Typing skills (minimum of 30 words per minute).

Benefits

• Starting pay rate of $18.34 per hour plus $2.00/hr. Bilingual French Differential.
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k).
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs.
• Employee Rewards Program.

Company Description

Established in 2000 as a joint venture with TTEC, Percepta has specialized 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.

• 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 embrace and are committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.