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Canada Based French Bilingual Fleet Program Specialist

Company: Percepta
Location: Dearborn
Posted on: September 24, 2022

Job Description:

French Bilingual Fleet Program Specialist (Temp Position for 9 months) Canada Based (Toronto Area) At Percepta, we bring first-class service across each market we support. As a Customer Service Representative in Oakville, Ontario , 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 French Bilingual Fleet Program Specialist is responsible for providing timely and professional customer service in support of customer, dealer and fleet in English and French. The Bilingual Fleet CSR responds to inquiries and concerns via the telephone, letter, or email. The Bilingual Fleet CSR is responsible for learning and executing the complete call handling process and meeting expected customer service levels and business performance goals. In addition, all commercial and government request for concessions will be sent to this position. This role is the first escalation point for fleet customer requesting Commercial Fleet, CPA, GPC assistance. The Bilingual Fleet CSR will also identify trends and opportunities. Position pays hourly rate of $18.00 (USD) $2.00 (USD) for French Language Differential. Please apply on our company site (cut and paste URL into your browser): :00&tzname=America/Chicago Please take the language assement and contact when finished. Thank you. What You'll Be Doing

  • Maneuvering through various systems to provide the dealer/customer with prompt, courteous and accurate information including:
    • Accurately responding to customer inquiries
    • Documenting customer contacts
    • Initiating outbound contacts as appropriate
    • Providing on-line support for applications
    • Using available resources to respond to internal and external customer inquiries
    • Processing Government Bid requests
    • Processing Fleet Code application requests
    • Helping identify process improvements and best practices for the team
    • Identifying and reporting all concerns regarding the programs to appropriate the Team Leader or Manager
    • Meeting or exceeding performance expectations including but not limited to productivity, accessibility, and quality assurance
    • Performing other duties as required
    • Adhering to and supporting Percepta Call Center policies and procedures
    • As applicable, answering e-mail inquiries within required time frames in a professional manner with accurate and timely information
    • Attending and participating in team meetings
    • Completing additional tasks and projects as needed
    • Completing training courses as directed by Operations and/or Training What You Bring to the Role
      • Minimum high school diploma required; college degree preferred
      • Six (6) months of customer service/sales experience in a contact center operations environment desired
      • Experience with Customer Contact system desired
      • Microsoft Office (Word, Outlook) A Bit More About Your Role
        • You must be a fluent bilingual in French and English, both written and oral
        • 1-3 yeas of customer service experience, preferably in a contact center operations environment
        • Prior knowledge/experience in automotive industry an asset
        • Ability to troubleshoot and analyze problems
        • Demonstrated skills in customer escalation, conflict resolution and negotiation
        • Strong customer service, interpersonal and relationship building skills
        • Strong organizational, time management and problem-solving skills (ability to multi-task)
        • Strong Team building skills, to work well within a close team environment - self-sufficient, resourceful and works well with minimal supervision
        • Proficient in CRC programs including Search Engines, Contact Management Software, Internet Research, MS Office, MS Outlook
        • You must be available to work during the hours of operation 8:00am to 6:30pm
        • Ability to demonstrate a high degree of professionalism
        • Strong oral and written communications skills
        • Typing 30 WPM
        • Experience with automotive dealer operations and handling escalated customer issues an asset
        • Knowledge of Customer Contact process and guidelines, escalated handling process, customer arbitration, warranty program, an asset
        • Experience in the automotive industry preferred Physical and Logistical Requirements (Including equipment used) The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit. Requires frequent use of hands and fingers (typing), talking and hearing. Specific vision abilities required by this job include close vision and ability to adjust focus. Computer skills/data entry. About Percepta Established 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, breath 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 one Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions Respect - a team that is accountable, dependable and gives you their full attention Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization Career Growth - lots of learning opportunities for aspiring minds Diversity - 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. Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

Keywords: Percepta, Dearborn , Canada Based French Bilingual Fleet Program Specialist, Other , Dearborn, Michigan

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