[Hiring] Customer Experience Specialist @Percepta

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 manner.
• 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.
• Assist with specifications of the vehicle and educate the customer on products and services.
• 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 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 and subject matter experts (SMEs).
• Return all email and voicemail 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 and 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.
• We lead with humility, listen first, and stay grounded.
• We serve others with care and integrity in every interaction.
• We take ownership and leave every process, person, and place better than we found it.
• We succeed as one, celebrating and supporting each other.
• We go beyond expectations to create bold, meaningful moments that stand out.