Bilingual French Customer Service Case Manager

Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Customer Service Case Manager (Bilingual French) working fully remote in Melbourne, FL, you’ll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of our award-winning, people-first culture.

Responsibilities

• Deliver an exceptional customer experience by building trust and guiding customers through the pre-purchase journey, including vehicle information, availability, specifications, promotions, products and services, and dealer connections.
• Serve as a knowledgeable resource for product information, sales inquiries, and service support while handling inbound calls, emails, and chats in a professional, courteous, and timely manner.
• Actively listen to customer needs, manage interactions efficiently, and resolve inquiries and concerns using available resources, including dealerships, subject matter experts, leadership, and field service engineers.
• Serve as a liaison between customers, dealerships, and internal support teams to ensure timely follow-up, issue resolution, and overall customer satisfaction.
• Document customer interactions accurately, return voicemail and email messages promptly, and maintain strong organizational and written communication skills.
• Utilize customer satisfaction tools, including financial assistance, service plans, maintenance plans, and payment solutions, to resolve customer concerns and strengthen brand loyalty.
• Participate in business initiatives, marketing and sales projects, special events, and other activities that support departmental and organizational objectives.
• Achieve established performance goals, provide feedback to support continuous improvement, and collaborate effectively with team members to ensure shared success.

Requirements

• High school diploma required; an Associate or bachelor’s degree is preferred
• Bilingual English and Canadian French (Fluent) – must be able to pass verbal and written assessments
• A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales
• Experience in a luxury field (hospitality or brand product) is a plus
• Knowledge of the automotive industry is a plus
• Strong verbal and written communication skills
• Strong customer service, interpersonal, and relationship-building skills
• Typing skills (minimum of 30 words per minute)

Benefits

Pay rate of $20.34 per hour, inclusive of the base pay of $18.34 per hour + $2.00 per hour premium for the bilingual French skill

• Health/Dental/Vision/Life Insurance, with Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Traditional 401(k) Retirement Plan
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Training & Development Programs (Percepta College)
• Employee Assistance Program (EAP)
• Employee Discount Program
• Award-Winning Employee Rewards & Recognition Program (Perci Perks)

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 care and integrity in every interaction. Leave it better – We take ownership and leave every process, person, and place better than we found it. Win together – We succeed as one—celebrating, supporting, and showing up for each other. Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.