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Bilingual French Customer Service Case Manager
2 weeks ago
At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Case Manager (Bilingual French) working fully remote in Melbourne, FL, you'll become part of a community that values your success, supports your career growth, and celebrates your contributions.
What You'll Be Doing
The Customer Service Case Manager (Bilingual French) will work with customers and prospective buyers to earn and retain their loyalty to our client, 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 by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. In this role, the Customer Service Case Manager (Bilingual French) is 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, 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 servicesAct as a resource for all product knowledge and service supportSchedule activities as required for special eventsActively listen to the customer while controlling the interaction to lead the customer in a professional and efficient mannerAct as a liaison between the customer, service support, and dealership by following up to ensure customer satisfactionBe responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needsBe responsible for handling emails and chatsExhibit strong follow-up and organizational skills in both verbal and written communicationBe 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 committedBe responsible for documenting customer inquiries and concernsUse applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plansParticipate in business-related marketing and sales projectsMeet specified goals as set forth by managementProvide feedback to management for the continued and improved performance of the department to foster positive results and growthWork as a team player – assist other team members when in need of supportWhat You Bring to the Role
High school diploma required; an Associate or bachelor's degree is preferredBilingual English and Canadian French (Fluent) – must be able to pass verbal and written assessmentsA minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or salesExperience in a luxury field (hospitality or brand product) is a plusKnowledge of the automotive industry is a plusStrong verbal and written communication skillsStrong customer service, interpersonal, and relationship-building skillsExcellent English language (oral and written), with grammatical knowledge and etiquetteTyping skills (minimum of 30 words per minute)What You Can Expect
Pay rate of $20.34 per hour, inclusive of the base pay of $18.34 per hour + $2.00 per hour premium for the bilingual French skillHealth/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)A Bit More About Your Role
This position is a single point of contact for customers to address sales, product knowledge, service issues, dealer information, and obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for 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 – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.Leave it better – We take ownership and leave every process, person, and place better than we found it.Win together – We succeed as one—celebrating, supporting, and showing up for each other.Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.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. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
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