Bilingual French Customer Support Representative (Volvo Car USA)

Percepta•Mahwah, NJ

4d•$23•Onsite

About The Position

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Bilingual French Customer Service Representative (supporting Volvo Car USA) working in Mahwah, NJ , 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 Bilingual French Customer Service Representative provides world-class customer service by dispatching tows and roadside providers to customers, resolving customer complaints, and addressing questions regarding their vehicles. The representative also presents Volvo Car USA to its owners in a professional, caring manner.

Requirements

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
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

Nice To Haves

Roadside dispatching or emergency call response experience is preferred
Experience working both independently and in a team environment
A broad knowledge of the automotive business is preferred

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