French Bilingual Customer Care Representative (Hybrid in Dearborn)

About the position At Percepta, we bring first-class service across each market we support. As a French Bilingual Customer Care Representative/Guides in Dearborn, MI 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 Guides provides exceptional customer service support for the Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels. This will include technical app support, concern resolution, detailed product information, sales incentives/campaign support, and general information and/or questions, providing best in class service. The Rewards Guide will be responsible for providing timely, professional and accurate customer service within the contractual customer service metrics.

Responsibilities

• Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information.
• Utilizing available resources to accurately respond to customer inquiries through appropriate channels.
• Corresponding with customers via mail channel as appropriate.
• Responsible for reviewing customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools, and taking the appropriate action.
• Rewards Guides may be assigned to specialize but will be cross trained to support the functions.
• Provide inbound helpdesk support for member, dealer, and region employees on various issues including: User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploads.
• Website assistance to dealers and field personnel.
• Dealer enrollment process.
• Reviewing dealer parts statements.
• Process program cancellation requests.
• Determines the appropriate route for escalating complex issues based on the type of expertise required.
• Document status of all interactions indicating appropriate outcome and follow up requirements.
• Establish a rapport and build confidence in the brand recognition by proactively promoting company's products and services.
• Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise – consistently courteous with customers.
• Achieve ‘world-class’ service with each member where ‘world-class’ is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional while educating the customer on client products and services.
• Utilize all resources, including the call specific applications, to obtain the correct answer for the customer.
• Document all actions in the appropriate call tracking system.
• Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes.
• Communicate customer service problem to Team Leader when necessary.
• Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
• Maintain exceptional product knowledge as it relates to technical support and continuously updates knowledge of product and service offerings, current industry products, and technologies.
• Performs additional responsibilities or projects as assigned.

Requirements

• Six (6) months of customer service/sales experience in a contact center operations environment desired
• Experience with customer contact system desired
• Understanding of dealership operations and processes are desired.
• Microsoft Office (Word, Excel, Outlook)

Benefits

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

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