Customer Service Representative
1 day ago
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Percepta. As a key member of our customer support team, you will be responsible for providing world-class service to our customers, resolving issues, and addressing questions regarding their vehicles.
Key Responsibilities- Coordinate Towing and Roadside Services: Dispatch towing and roadside providers to customers, ensuring timely and efficient resolution of issues.
- Provide Exceptional Customer Support: Offer the highest level of customer support through omnichannel solutions, including voice calls, emails, chat, and SMS.
- Answer Product-Related Questions: Respond to customer inquiries about product purchases or familiarization, providing accurate and helpful information.
- Handle Customer Issues: Resolve customer complaints and concerns in a professional and courteous manner.
- Escalate Complex Issues: Escalate unresolvable or beyond scope of authority issues to senior team members for further assistance.
- Document and Code Issues: Properly document and code issues in Volvo proprietary software.
- Communicate with Team Members: Collaborate with Customer Care Center Manager, Supervisor, Team Leader, and/or Field Manager to address customer handling, product/service-related issues, and trends.
- Bilingual in Spanish and English: Possess a genuine interest in providing excellent customer service and be motivated by working with a fast-paced and dynamic team.
- Customer Service Experience: Minimum of one (1) year of previous customer service call-handling experience.
- Independent Work Experience: Previous experience working independently and in a team environment, using logic and intuition to reach appropriate conclusions.
- Excellent Communication Skills: Possess excellent written and oral communication skills, with the ability to adapt communication style to fit the style of others.
- Problem-Solving Skills: Demonstrate creative solutions and ability to diagnose issues quickly and resolve them with patience and empathy.
- Knowledge of the Automotive Business: Broad knowledge of the automotive business is preferred.
Percepta is a global contact center organization that delivers a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, 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.
- Respect: A team that is accountable, dependable, and gives you their full attention.
- Proactive: Surrounding yourself with solution-oriented people who strive to improve themselves, others, and the organization.
- Career Growth: Lots of learning opportunities for aspiring minds.
- Diversity: Being 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.
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