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Percepta · 1 day ago

Bilingual French Customer Support Representative (Volvo Car USA)

Mahwah, NJ

Full-time

Onsite

Entry Level

$23/hr - $23/hr

1+ years exp

Percepta is a company that delivers award-winning services for the automotive and mobility customer journey. They are seeking a Bilingual French Customer Service Representative to provide world-class customer service by coordinating towing services, resolving customer complaints, and answering inquiries regarding vehicles.

Customer ServiceOutsourcing

Responsibilities

Coordinate towing and roadside services for owners

Provide the highest level of customer support through omnichannel solutions (voice calls, emails, chat, and SMS)

Answer questions for Volvo Car owners and prospects about product purchases or familiarization

Handle customers who contact Volvo to facilitate the resolution of their issues

Make all reasonable efforts to ensure customer satisfaction

Escalate unresolvable or beyond the scope of authority issues to senior team members

Responsible for proper documentation and coding in Volvo's proprietary software

Advise Customer Care Center Manager, Supervisor, Team Leader, and/or appropriate Field Manager of any trends or concerns with customer handling, or product/service-related issues for action

Complete additional tasks/projects as needed

Qualification

Customer service experienceBilingual FrenchEnglishRoadside dispatching experienceData analysis skillsCommunication skillsWork under pressure

Required

A high school diploma is required

Bilingual in French and English is required; must be able to pass written and oral assessments in both languages

A minimum of one (1) year of previous customer service call-handling experience

A genuine interest in providing excellent customer service

Experience working with a fast-paced and dynamic team, resolving challenges optimistically

Experience working both independently and in a team environment

Independent work experience, including using logic and intuition to reach appropriate conclusions

Excellent written and oral communication skills required

Excellent communication skills; Passionate, confident, and comfortable over the phone or through emails, text, or other forms of written communication, adapting communication style to fit the style of others

Speed and accuracy when typing

Ability to diagnose issues quickly and resolve them with patience and empathy

A strong, professional, and polished customer focus, awareness, and sensitivity, with the ability to gain the trust and respect of colleagues and customers

Excellent decision-making skills

Ability to work well under pressure

Ability to analyze data, track trends, and retrieve relevant information to complete a task