Bilingual Spanish Customer Service Representative

Job Description

Job Description

Requisition Title : Bilingual Spanish Customer Service Representative (046SR)

US-FL- MelbourneDescription

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Representative (Bilingual Spanish) working on-site in Melbourne, Florida , you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.

What You’ll Be Doing

In this role, you will be responsible for providing timely and professional customer service in response to inquiries and concerns by using available resources; responsible for learning and executing the complete call handling process.

During a Typical Day, You’ll

• Process, answer, and / or resolve customer inquiries and concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools, and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved.
• Provide professional, grammatically correct verbal responses to customer inquiries and concerns, and educate customers on our client's products and services.
• Place outbound calls to customers and dealers (when necessary) to understand the needs of the customer and respond to customer inquiries and concerns.
• Understand the use of technology, scripts, and product knowledge.
• Actively listen to the consumer providing answers, while controlling the call to lead the consumer in an efficient, professional manner.
• Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
• Master desktop applications, such as Smartt Scripts, Siebel, Intranet, Documentum, Search engine, etc.
• Ensure that all customer contacts are properly logged into Siebel, the CRC’s contact system, to allow for an accurate historical view of customers’ contacts with the CRC; Manage follow-up Log and audit documentation of customer files.
• Communicate the resolution of inquiries to customers via outbound calls, based on defined inbound procedures, customer issues.
• Handle difficult customer issues and avoid escalation whenever possible, positively and professionally.
• Liaise with various CRC departments, i.e., Research, etc.
• Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
• Work on activities and / or projects as requested by the Team Leader.
• Identify and relay to the Team Leader areas for improvement within the inquiry and concern resolution processes.
• Relay customer service problems to the Team Leader when necessary.
• Support the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
• Suggest marketing offers to customers during service calls.
• Perform other duties as assigned.

What You Bring to the Role

What You Can Expect

A Bit More About Your Role

You will be responsible for meeting expected customer service levels; supporting business performance goals of the Melbourne Customer Relationship Center by providing a full range of customer service; and answering regular customer inquiries and concerns via the telephone.

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 :

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.