Bilingual French Customer Care Representative - Hybrid

Ttec

Dearborn, Michigan

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JOB DETAILS

SALARY

$19–$19 Per Hour

JOB TYPE

Full-time

SKILLS

Billing, Business Practices, Business Processes, Call Center Operations, Call Monitoring, Consumer Promotions, Customer Experience, Customer Satisfaction, Customer Support/Service, Customer Training, Desktop PC, Diversity, Documentation, Employee Retention, English Language, French Language, Help Desk, Marketing, Metrics, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Multilingual, Navigation Systems, Operational Support, Operations Processes, Profit & Loss, Sales, Sales Campaigns, Service Delivery, Software Administration, Speech Technology, Team Lead/Manager, Technical Support, Telephony, Telesales, Time Management, Training/Teaching

LOCATION

Dearborn, Michigan

POSTED

4 days ago

Bilingual French Customer Care Representative - HybridAt Percepta, we bring first-class service across each market we support. As a Bilingual English/French Customer Care Representative (Rewards Guide) in Allen Park, MI, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.The Rewards Guide provides exceptional customer service support for the Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels. This will include technical app support, concern resolution, detailed product information, sales incentives/campaign support, and general information and/or questions, providing best-in-class service. The Rewards Guide will be responsible for providing timely, professional, and accurate customer service within the contractual customer service metrics.During a Typical Day, You'll:Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information including:Utilizing available resources to accurately respond to customer inquiries through appropriate channels.Corresponding with customers via mail channel as appropriateResponsible for reviewing customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools, and taking the appropriate action.Rewards Guides may be assigned to specialize but will be cross trained to support the functions.Provide inbound helpdesk support for member, dealer, and region employees on various issues including:User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploadsWebsite assistance to dealers and field personnelDealer enrollment processReviewing dealer parts statementsProcess program cancellation requestsDetermines the appropriate route for escalating complex issues based on the type of expertise required.Document the status of all interactions, indicating appropriate outcome and follow-up requirementsEstablish a rapport and build confidence in the brand recognition by proactively promoting the company's products and services.Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill, and expertise – consistently courteous with customers.Achieve 'world-class' service with each member, where 'world-class' is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional while educating the customer on client products and services.Utilize all resources, including the call-specific applications, to obtain the correct answer for the customer.Document all actions in the appropriate call tracking system.Identify and relay to the Team Leader areas for improvement within the inquiry and concern resolution processes.Communicate customer service problems to the Team Leader when necessary.Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.Maintain exceptional product knowledge as it relates to technical support and continuously update knowledge of product and service offerings, current industry products, and technologies.Performs additional responsibilities or projects as assigned.What You Bring to the Role:Must be fluent in both English and French (oral and written)Six (6) months of customer service/sales experience in a contact center operations environment is desiredContact center experience is desiredUnderstanding of dealership operations and processes is desired.Microsoft Office 365 (Word, Excel, Outlook, etc.)What You Can Expect:Pay rate of $19.00 per hour ($17.00 +$2.00 Language Premium)Health/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)Traditional 401(k) Retirement PlanVacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)About Percepta:Established in 2000 as a joint venture with TTEC, Percepta 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.Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

About the Company

Ttec

We are a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, our employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. Learn more about our company values and how we support gender diversity, including through a leadership program that empowers the women of TTEC.

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

EMPLOYEE BENEFITS

Paid Sick Days, Parking, Performance Bonus, Prescription Drug Coverage, Professional Development, 401K, Employee Referral Program, Flexible Spending Accounts, Employee Events, Retirement / Pension Plans, Tuition Reimbursement, Work From Home, Game Rooms, Life Insurance, Merchandise Discounts, On Site Cafeteria

WEBSITE

http://www.ttecjobs.com

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