Bilingual Customer Care Case Manager

2 weeks ago

Houston, Texas, United States Percepta Full time

At Percepta, we pride ourselves on delivering exceptional service across the markets we serve. As a Bilingual Spanish Customer Service Case Manager, you will play a vital role in crafting and providing outstanding customer experiences while being part of a distinctive culture.

Key Responsibilities
The Bilingual Spanish Customer Service Case Manager will engage with customers to foster loyalty by demonstrating empathy and addressing their concerns efficiently and pleasantly. This role involves resolving various issues by actively listening to customers and utilizing skills acquired during training along with knowledge base tools to ensure their inquiries are addressed, thereby maintaining a positive perception of our client's brand throughout the case management journey.

Daily Activities Include:

  • Delivering an exceptional customer experience focused on building trust and enthusiasm while guiding customers from their initial contact to case resolution.
  • Serving as a resource for all product knowledge and service support.
  • Listening attentively to customers while managing the interaction to ensure professionalism and efficiency.
  • Acting as a liaison between customers, service support, and dealerships, following up to guarantee customer satisfaction.
  • Handling inbound customer calls in a courteous and professional manner, demonstrating knowledge and concern for their needs.
  • Managing email correspondence effectively.
  • Exhibiting strong organizational and follow-up skills in both verbal and written communication.
  • Resolving customer issues using all available resources, including dealerships and subject matter experts.
  • Promptly returning all email and voicemail messages and following up with customers and dealers as promised.
  • Documenting all customer interactions accurately.
  • Utilizing applicable customer satisfaction tools to address customer issues when necessary.
  • Meeting specified performance goals set by management.
  • Providing constructive feedback to management for ongoing departmental improvement.
  • Collaborating as a team player and assisting colleagues when needed.
  • Performing additional duties as assigned.
  • Managing case workflows, which includes:
    • Applying effective time management skills to handle cases from initial concern to resolution.
    • Understanding local laws as part of the training process.
    • Ensuring cases are handled within established timelines.
    • Utilizing available resources, including knowledge bases and local experts, for case progression.
    • Maintaining customer satisfaction through timely follow-ups and updates.

Qualifications

  • Fluency in both Spanish and English (written and verbal).
  • High school diploma required; Associate or Bachelor's degree preferred.
  • Two years of experience in a customer relations contact center or hospitality industry.
  • Experience in a luxury service environment is advantageous.
  • Knowledge of the automotive sector is a plus.
  • High level of integrity and trustworthiness.
  • Strong verbal and written communication abilities.
  • Excellent listening skills.
  • Proficient in customer service, interpersonal, and relationship-building skills.
  • Effective time management and prioritization skills.
  • Conflict resolution capabilities.
  • Sound judgment in service and business matters aimed at customer satisfaction.
  • Proficient in English language with good grammatical knowledge.
  • Ability to influence others through effective communication.
  • Composure under pressure.
  • Professional demeanor in language and appearance.
  • Ability to blend personality with professionalism for a comfortable customer interaction.
  • Proficient in technology for resolving customer issues.
  • Ability to navigate multiple computer screens.
  • Typing skills (minimum 30 words per minute).
  • Familiarity with Microsoft Office, email, and texting.
  • Experience with customer contact systems is an asset.
  • Ability to interact with all internal and external departments.
  • Professional representation of Percepta with all customers and external contacts.

What to Expect

  • Competitive pay rate, including additional compensation for bilingual skills.
  • Comprehensive health, dental, vision, and life insurance.
  • Flexible spending and health savings accounts.
  • 401(k) plan with company matching.
  • Paid vacation, sick time, and holidays.
  • Tuition reimbursement opportunities.
  • Employee assistance and discount programs.
  • Training and development initiatives.
  • Employee rewards program.

About Percepta

Founded in 2000, Percepta operates contact centers globally, delivering seamless customer experiences to our clients. Our core values guide our organization, and as a member of the Percepta team, you can expect:

  • A culture of service where you are treated as a valued customer.
  • A supportive team environment that promotes growth and open communication.
  • Respect and accountability within the team.
  • A proactive approach to problem-solving and improvement.
  • Opportunities for career advancement and learning.
  • A commitment to diversity and community engagement.
  • Competitive compensation and wellness programs.

Percepta is an Equal Opportunity Employer.

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