Digital Support Representative - supporting Volvo Cars

TTEC•Mahwah, NJ

5d•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a Volvo Digital Support Representative in Mahwah, NJ, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. As a Digital Support Agent, you will provide real-time assistance through Volvo’s chat, social media, and Email channels, supporting customers with vehicle questions, service needs, policy clarification, and general inquiries. You will act as a digital brand ambassador, ensuring every digital interaction reflects Volvo’s values and customer-first mindset.

Requirements

College degree preferred, or equivalent work experience.
3-5 years of relevant work experience
A passion for at least one of the three items below is important because we are seeking people who want to build a career that is aligned with their interests: Exceptional customer service, Automotive Industry, or Cutting edge technology.
Excellent customer service ability.
Ability to maneuver through various systems to provide the dealer accurate information.
Displays professionalism and positive attitude.
Ability to effectively communicate with customers, managers and co-workers.
Ability to sway the opinion of others through verbal and/or written correspondence
Ability to adapt communication style to fit the style of others
Ability to diagnose issues quickly and resolve with patience and empathy
Willingness to take on new assignments.
Good reliability.
Ability to multi-task.
Ability to work well under pressure
Active listening skills
Strong multi-tasking skills, organizational, time management, planning and problem-solving skills
Self-sufficient, resourceful and works well with minimal supervision
Excellent communication skills – both verbal and written word
Passionate and confident over the phone or through chat
Savvy and demonstrates creative solutions
Present a professional and polished yet friendly
Speed and accuracy when typing

Responsibilities

Respond to inbound customer chats and emails in a professional, friendly, and timely manner.
Deliver clear, accurate, and empathetic written communication tailored to customer needs.
Resolve inquiries efficiently while maintaining a high-quality customer experience.
Assess customer concerns and determine appropriate resolution or escalation pathways.
Escalate complex, sensitive, or unresolved concerns to the appropriate internal teams following established guidelines.
Provide clear next steps and set accurate expectations with customers.
Maintain strong working knowledge of Volvo vehicles, services, warranties, and customer care policies.
Utilize internal knowledge tools and resources to ensure consistent and accurate responses.
Accurately document chat and email interactions and outcomes in CRM systems.
Ensure case notes are complete, clear, and compliant with Volvo documentation standards.
Meet or exceed performance metrics including chat response time, resolution rate, quality scores, and customer satisfaction.
Adhere to schedule and workforce management expectations.
Participate in coaching, quality reviews, and ongoing training initiatives.