Customer Experience Specialist - French Bilingual

TTEC • Melbourne, FL

1d • Remote

About The Position

We bring first-class service across each market we support. As a French Bilingual Customer Experience Specialist, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. The Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty with our customers, 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 CXS is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. This position is a single point of contact for customers to address sales, product knowledge, service issues, dealer information, and to obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.

Requirements

• High school diploma required
• A minimum of 2 years of experience in customer service, call center, hospitality, or public relations, or sales
• Strong verbal and written communication skills
• Strong customer service, interpersonal, and relationship-building skills
• Excellent English language and French bilingual fluency (oral and written), with grammatical knowledge and etiquette
• Typing skills (minimum of 30 words per minute)

Nice To Haves

• Associate or bachelor’s degree is a plus
• Experience in a luxury field (hospitality or brand product) is a plus
• Knowledge of the automotive industry is a plus

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 of 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 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

Benefits

• Starting pay rate of $18.34 per hour plus $2.00/hr. Bilingual French Differential
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs
• Employee Rewards Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED