Percepta
Bilingual French Customer Support Representative (Volvo Car USA) - (Job Number:
Percepta, Mahwah, New Jersey, us, 07495
At Percepta, we bring first-class service across each market we support. As a
Customer Support Representative (Bilingual French) in Mahwah, NJ , you’ll be a part of the
Volvo Roadside Assistance
team, creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.What You’ll Be DoingCoordinate towing and roadside services for ownersProvide highest level of customer support through omni-channel solution (voice calls, emails, chat, and SMS)Answer questions to Volvo Car owners and prospects about product purchase or familiarizationHave the authority to handle customers who contact Volvo to facilitate resolution of their issuesMake all reasonable efforts to ensure customer satisfactionEscalate issues to senior team membersBe responsible for proper documentation and coding in Volvo proprietary softwareAdvise of any trends or concerns with customer handling (or product/service-related issues) to the Customer Care Center Manager, Supervisor, Team Leader and/or appropriate Field Manager for actionComplete additional tasks/projects as neededWhat You Bring to the RoleHigh school diploma (or equivalent) required; College degree is a plusBilingual English and Canadian French – must be able to pass verbal and written assessmentsRoadside dispatching or emergency call response experience is preferred, but not requiredPrior call center experience is preferredExcellent written and oral communication skills requiredProficient with use of technology, systems, and softwareAbility to utilize a PC to communicate with othersPeople-oriented and great at building relationshipsBroad knowledge of the automotive business preferredWorks independently using both logic and intuition to reach appropriate conclusionsDisplays a strong customer focus, awareness, and sensitivity with the ability to gain trust and respect of colleagues and customersMakes appropriate decisions and exhibits sound judgmentListens to others and respects differences of opinionAnalyze data, track trends, and retrieve relevant information to complete a taskWhat You Can ExpectPay rate of $20.00 per hour, inclusive of base pay + premium for the bilingual French skill.80% of the calls are in English, and 20% of the calls are in French.Health/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition Reimbursement ProgramEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)A Bit More About Your RoleCurrent shift is 1 pm to 10 pm Monday, Tuesday, Friday, Saturday, and Sunday; Off Wednesday and Thursday.The center is a 24/7/365 operation. All shifts include working weekends; the shifts are off back-to-back two days during the week.Shift differential : Additional pay of $1.00/hour will be paid to those who work between the hours of 8:00PM-6:00AM ET.Position includes a paid training period, and recurrent or new product training is provided as neededCenter location at 1800 Volvo Place, Mahwah, NJ 07430.Training will be in-office M-F, 9am-6pm ET for a duration of approx. 3-4 weeks.About PerceptaEstablished in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:Culture of Service
– to be treated like you are the customer from day oneTeamwork
– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributionsRespect
– a team that is accountable, dependable and gives you their full attentionProactive
– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth
– lots of learning opportunities for aspiring mindsDiversity
– be a part of our growing diverse and community-minded organization that is all about having fun!Competitive Compensation
– we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
#J-18808-Ljbffr
Customer Support Representative (Bilingual French) in Mahwah, NJ , you’ll be a part of the
Volvo Roadside Assistance
team, creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.What You’ll Be DoingCoordinate towing and roadside services for ownersProvide highest level of customer support through omni-channel solution (voice calls, emails, chat, and SMS)Answer questions to Volvo Car owners and prospects about product purchase or familiarizationHave the authority to handle customers who contact Volvo to facilitate resolution of their issuesMake all reasonable efforts to ensure customer satisfactionEscalate issues to senior team membersBe responsible for proper documentation and coding in Volvo proprietary softwareAdvise of any trends or concerns with customer handling (or product/service-related issues) to the Customer Care Center Manager, Supervisor, Team Leader and/or appropriate Field Manager for actionComplete additional tasks/projects as neededWhat You Bring to the RoleHigh school diploma (or equivalent) required; College degree is a plusBilingual English and Canadian French – must be able to pass verbal and written assessmentsRoadside dispatching or emergency call response experience is preferred, but not requiredPrior call center experience is preferredExcellent written and oral communication skills requiredProficient with use of technology, systems, and softwareAbility to utilize a PC to communicate with othersPeople-oriented and great at building relationshipsBroad knowledge of the automotive business preferredWorks independently using both logic and intuition to reach appropriate conclusionsDisplays a strong customer focus, awareness, and sensitivity with the ability to gain trust and respect of colleagues and customersMakes appropriate decisions and exhibits sound judgmentListens to others and respects differences of opinionAnalyze data, track trends, and retrieve relevant information to complete a taskWhat You Can ExpectPay rate of $20.00 per hour, inclusive of base pay + premium for the bilingual French skill.80% of the calls are in English, and 20% of the calls are in French.Health/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition Reimbursement ProgramEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)A Bit More About Your RoleCurrent shift is 1 pm to 10 pm Monday, Tuesday, Friday, Saturday, and Sunday; Off Wednesday and Thursday.The center is a 24/7/365 operation. All shifts include working weekends; the shifts are off back-to-back two days during the week.Shift differential : Additional pay of $1.00/hour will be paid to those who work between the hours of 8:00PM-6:00AM ET.Position includes a paid training period, and recurrent or new product training is provided as neededCenter location at 1800 Volvo Place, Mahwah, NJ 07430.Training will be in-office M-F, 9am-6pm ET for a duration of approx. 3-4 weeks.About PerceptaEstablished in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:Culture of Service
– to be treated like you are the customer from day oneTeamwork
– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributionsRespect
– a team that is accountable, dependable and gives you their full attentionProactive
– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth
– lots of learning opportunities for aspiring mindsDiversity
– be a part of our growing diverse and community-minded organization that is all about having fun!Competitive Compensation
– we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
#J-18808-Ljbffr