Bilingual French Customer Service Case Manager

TTEC•Melbourne, FL

1d•$18•Remote

About The Position

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. 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.

Requirements

High school diploma required; an Associate or bachelor’s degree is preferred
Bilingual English and Canadian French (Fluent) – must be able to pass verbal and written assessments
A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales
Strong verbal and written communication skills
Strong customer service, interpersonal, and relationship-building skills
Excellent English language (oral and written), with grammatical knowledge and etiquette
Typing skills (minimum of 30 words per minute)

Nice To Haves

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 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