Bilingual French Customer Support Representative; Volvo Car

Bilingual French Customer Support Representative (Volvo Car USA)

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Bilingual French Customer Service Representative (supporting Volvo Car USA) working in Mahwah, NJ, 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 Bilingual French Customer Service Representative provides world-class customer service by dispatching tows and roadside providers to customers, resolving customer complaints, and addressing questions regarding their vehicles.
• The representative also presents Volvo Car USA to its owners in a professional, caring manner.
• During a Typical Day, You'll:
• Coordinate towing and roadside services for owners
• Provide the highest level of customer support through omnichannel solutions (voice calls, emails, chat, and SMS)
• Answer questions for Volvo Car owners and prospects about product purchases or familiarization
• Handle customers who contact Volvo to facilitate the resolution of their issues
• Make all reasonable efforts to ensure customer satisfaction
• Escalate unresolvable or beyond the scope of authority issues to senior team members
• Responsible for proper documentation and coding in Volvo's proprietary software
• Advise Customer Care Center Manager, Supervisor, Team Leader, and/or appropriate Field Manager of any trends or concerns with customer handling, or product/service-related issues for action
• Complete additional tasks/projects as needed

What You Bring to the Role

• A high school diploma is required
• Bilingual in French and English is required; must be able to pass written and oral assessments in both languages
• A minimum of one (1) year of previous customer service call-handling experience
• A genuine interest in providing excellent customer service
• Experience working with a fast-paced and dynamic team, resolving challenges optimistically
• Roadside dispatching or emergency call response experience is preferred
• Experience working both independently and in a team environment
• Independent work experience, including using logic and intuition to reach appropriate conclusions
• Excellent written and oral communication skills required
• Excellent communication skills; passionate, confident, and comfortable over the phone or through emails, text, or other forms of written communication, adapting communication style to fit the style of others
• Speed and accuracy when typing
• Ability to diagnose issues quickly and resolve them with patience and empathy
• A broad knowledge of the automotive business is preferred
• A strong, professional, and polished customer focus, awareness, and sensitivity, with the ability to gain the trust and respect of colleagues and customers
• Excellent decision-making skills
• Ability to work well under pressure
• Ability to analyze data, track trends, and retrieve relevant information to complete a task

What You Can Expect

• Starting hourly rate of $23 per hour ($21 base plus $2 bilingual premium)
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Traditional 401(k) Plan
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Award-winning Employee Rewards Program (Perci Perks)

A Bit More About Your Role

• Full-time, Permanent (40 hours a week)
• Equipment is provided
• Paid training (Monday - Friday, 8:00 AM - 5:00 PM ET for approximately 7 weeks)
• The center hours of operations are 6 am to 9 pm, 7 days a week.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.

At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with…