Customer Service Manager- A Bilingual

TeleTech Holdings, Inc. Melbourne, FL
Postion Summary

The French Bilingual Inbound Customer Service Representative works under the direct supervision of the Team Leader. Responsible for providing timely and professional customer service in response to recalls and concerns by using available resources; responsible for learning and executing the complete call handling process. Responsible for meeting expected customer service levels; supports business performance goals to the Melbourne Customer Relationship Center by providing full range of customer service. Answer regular customer inquiries and concerns via the telephone supporting our Canadian Customers.

What You Will Do

* Promptly processes and answers and/or resolves customer inquiries and concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved

* Communicate professional, grammatically correct verbal responses to customer inquiries and concerns; educate the customer on client products and services

* Place outbound calls to customers and dealers (when necessary) to understand the needs of the customer and respond to customer inquiries and concerns

* Understands use of technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner

* Act as a liaison between customers, and dealerships, providing excellent service to both by following up and being organized and knowledgeable

* Master desktop applications, such as Siebel, etc

* Communicate the resolution of inquiries to customer via outbound calls, based on defined inbound procedures, customer issues

* Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner

* Liaise with various CRC departments, attend team meetings, pep sessions, focus groups, and training sessions as scheduled

What You Need to Have

* High School Diploma or GED required

* One year of customer service experience, call center preferred

* Must be able to type 25 WPM

* Fluent in both oral and written French skills required

* Experience in customer service and sales greatly preferred

* Strong written and oral communication skills with all levels of the organization.

* Strong customer service, interpersonal and relationship-building skills

* Strong multi-tasking skills

* Strong organizational, time management, planning and problem solving skills

* Strong team building skills, to work well within a close team environment, self-sufficient, resourceful and works well with minimal supervision

* Ability to demonstrate a high degree of professionalism

* Working knowledge of computers

* Experience with Siebel or Customer Contact systems an asset

* Automotive industry experiences an asset

* Able to work an 8 hour shift between 8:30am and 8pm Monday thru Friday. This department follows the Canadian holiday schedule.

What We Offer

* We offer a competitive salary and a comprehensive benefits package that includes:

Health benefits for full time employees including Medical, Dental, Vision coverage

* Competitive salary along with bilingual premium for qualifying positions

* Paid time off

* Outstanding employee recognition programs and events.

* Discount pricing on new vehicle purchases

* Tuition Reimbursement

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.