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 in Mahwah, NJ , you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions. Responsibilities 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. Document and code interactions within Volvo’s proprietary software. Advise the 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. Qualifications High school diploma required. Bilingual in French and English with ability to pass written and oral assessments in both languages. Minimum of one (1) year of previous customer service call‑handling experience. Experience with roadside dispatching or emergency call response preferred. Ability to work independently and in a team environment. Excellent written and oral communication skills. Speed and accuracy when typing. Ability to diagnose issues quickly and resolve them with patience and empathy. Strong decision–making skills and ability to work well under pressure. Experience analyzing data, tracking trends, and retrieving relevant information to complete a task. A genuine interest in providing excellent customer service. Experience working with a fast‑paced and dynamic team, resolving challenges optimistically. Broad knowledge of the automotive business preferred. Professional, polished customer focus, awareness, and sensitivity, with the ability to gain the trust and respect of colleagues and customers. Benefits Starting hourly rate of $23 per hour ($21 base plus $2 bilingual premium). Health, dental, vision, and 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). Job Details 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). Center hours of operation are 6:00 AM to 9:00 PM, seven days a week. Percepta is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. #J-18808-Ljbffr Percepta