Customer Experience Specialist - French Bilingual

We bring first-class service across each market we support. As a French Bilingual Customer Experience 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.

Responsibilities

• Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services.
• Act as a resource for all product knowledge and service support.
• Schedule activities as required for special events.
• Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner.
• Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction.
• Handle inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs.
• Handle emails and chats.
• Exhibit strong follow-up and organizational skills, in both verbal and written communication.
• Resolve customer issues using all available resources, including Dealers (i.e. service personnel, subject matter experts (SMEs), leadership, and field service engineers).
• Return all email and voice mail messages promptly and follow up with customers and dealers as committed.
• Document customer inquiries and concerns.
• Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans.
• Participate in business-related marketing and sales projects.
• Meet specified goals as set forth by management.
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth.
• Work as a team player – assist other team members when in need of support.

Requirements

• High school diploma required; Associate or bachelor’s degree is a plus.
• A minimum of 2 years of experience in customer service, call center, hospitality, or 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.
• Excellent English language and French bilingual fluency (oral and written), with grammatical knowledge and etiquette.
• Typing skills (minimum of 30 words per minute).

Benefits

• Starting pay rate of $18.34 per hour plus $2.00/hr. Bilingual French Differential.
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k).
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs.
• Employee Rewards Program.

About the Role

This position is a single point of contact for customers to address sales, product knowledge, service issues, dealer information, and to obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to 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.

Location: Melbourne, FL