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Percepta · 1 day ago

Bilingual French Customer Service Case Manager

United States

Full-time

Remote

Entry, Mid Level

$20.34/hr - $20.34/hr

2+ years exp

Percepta is a company that delivers award-winning services for the automotive and mobility customer journey. The Bilingual French Customer Service Case Manager will work remotely to build relationships with customers, resolve their concerns, and ensure customer loyalty through effective communication and support.

Customer ServiceOutsourcing

Responsibilities

Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services

Act as a resource for all product knowledge and service support

Schedule activities as required for special events

Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner

Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction

Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs

Be responsible for handling emails and chats

Exhibit strong follow-up and organizational skills in both verbal and written communication

Be responsible for resolving customer issues using all available resources, including Dealers (i.e., service personnel, subject matter experts (SMEs), leadership, and field service engineers)

Return all email and voice mail messages promptly and follow up with customers and dealers as committed

Be responsible for documenting customer inquiries and concerns

Use applicable customer satisfaction tools to resolve customer issues. Tools include 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 to foster positive results and growth

Work as a team player – assist other team members when in need of support

Qualification

Customer service experienceBilingual FrenchAutomotive industry knowledgeCommunication skillsTyping skillsInterpersonal skillsRelationship-building skills