French Bilingual Digital Communication Specialist

Job Description

Job Description

Requisition Title: French Bilingual Digital Communication Specialist (045U5)
US-FL- MelbourneDescription

French Bilingual Digital Communication Specialist

At Percepta, we bring first-class service across each market we support. As a Digital Communication Specialist, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Digital Communication Specialist must possess the skills to answer inbound chats, emails, and/or correspondence from customers and properly address inquiries.

The Digital Communication Specialist will deliver and foster a premier level of service for customers based on trust and respect. The Digital Communication Specialist must have a genuine passion for assisting customers and handling their concerns/inquiries with a high degree of care and competence.

The Digital Communication Specialist is an innovative initial contact point for customers. The Digital Communication Specialist provides an accurate and timely response to customer inquiries using the flow of an instant message conversation in real-time. The Digital Communication Specialist will help identify process improvement recommendations that drive customer satisfaction and advocacy

During a Typical Day, You’ll

• Maneuver effortlessly through various digital communication channels (chat, email, and) to provide the customer with prompt, courteous and accurate information including:
• Accurately respond to customer inquiries through instant messaging software
• Utilize available resources to respond to customer inquiries
• Correspond with customers via mail, if working the Correspondence contact stream as needed.
• Outbound phone calls to customers and dealerships on occasion.
• Research and determine appropriate actions based on policies, procedures, dealer/region feedback and job aids.
• Meet all personal performance objectives including customer satisfaction, efficiency, quality, attendance, and punctuality, and takes individual accountability for meeting these objectives.

· Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill, and expertise. Is consistently courteous with all customers and keeps all customer commitments.

· Remain knowledgeable and current with all policies, procedures, processes, and changes. Continuously improves customer handling skills, process knowledge, and company and product information.

· Actively participate in team meetings, shares knowledge and recommendations with supervisor and team members. Participates in coaching and training opportunities, retaining and applying learning.

· Complete additional tasks / projects as needed.

· Maintain professional working relationships.

What You Bring to the Role

• High School Diploma required. Associates degree or 2 + years college coursework completed preferred.
• 1-2 years’ customer service experience, preferably in a contact center operations environment.
• Must be fluent in French and English – written and verbal
• Must possess excellent decision making and problem-solving skills
• Ability to maneuver through various systems to provide the customer accurate information
• Displays professionalism and positive attitude to develop and nurture prospect relationships
• Ability to effectively communicate with customers, managers and co-workers
• Demonstrate self-motivation and results-orientation
• Time management and organizational skills to efficiently organize, plan, schedule and execute telebusiness activities
• Willingness to take on new assignments
• Reliability; follow a logical, analytical approach to business conversations and chat dialogue
• High level of trust and integrity
• Exercise good judgment
• Ability to work well within a close team environment, self-sufficient, resourceful, and works well with minimal supervision
• Ability to build strong professional relationships and adapt approach to different management styles
• Must be able to multi-task
• Knowledge of call center environment

What You Can Expect

· Starting hourly rate of $15.00/hr. + $2.00/hr. for French Bilingual Differential

· Hours of Operation: Monday thru Friday: 8:00am to 11pm & Saturday: 8am – 8:00 pm EST

· 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)

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.

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.