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Percepta · 17 hours ago

Bilingual Spanish Customer Service Representative

Melbourne, FL

Full-time

Onsite

Entry Level

$17/hr - $17/hr

1+ years exp

Percepta is a company delivering award-winning services for the automotive and mobility customer journey. They are seeking a Bilingual Spanish Customer Service Representative to provide professional customer service and support customer inquiries and concerns.

Customer ServiceOutsourcing

Responsibilities

Process, answer, and/or resolve customer inquiries and concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools, and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved

Provide professional, grammatically correct verbal responses to customer inquiries and concerns, and educate customers on our client's products and services

Place outbound calls to customers and dealers (when necessary) to understand the needs of the customer and respond to customer inquiries and concerns

Understand the use of technology, scripts, and product knowledge

Actively listen to the consumer providing answers, while controlling the call to lead the consumer in an efficient, professional manner

Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable

Master desktop applications, such as Smartt Scripts, Siebel, Intranet, Documentum, Search engine, etc

Ensure that all customer contacts are properly logged into Siebel, the CRC’s contact system, to allow for an accurate historical view of customers’ contacts with the CRC; Manage follow-up Log and audit documentation of customer files

Communicate the resolution of inquiries to customers via outbound calls, based on defined inbound procedures, customer issues

Handle difficult customer issues and avoid escalation whenever possible, positively and professionally

Liaise with various CRC departments, i.e., Research, etc

Attend team meetings, pep sessions, focus groups, and training sessions as scheduled

Work on activities and/or projects as requested by the Team Leader

Identify and relay to the Team Leader areas for improvement within the inquiry and concern resolution processes

Relay customer service problems to the Team Leader when necessary

Support the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction

Suggest marketing offers to customers during service calls

Perform other duties as assigned