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Customer Care Representative

Job Description – Customer Care Representative – Percepta (02UCP)

Requisition Title

: Customer Care Representative – Percepta (02UCP)

United States

Position Summary

The Emerging Markets Team will support vehicle owners, dealership and field personnel in the Middle East Region. #CD# The Bilingual Customer Service Representative is responsible for providing timely and professional customer service in response to customer inquiries and concerns via the telephone, letter or email. The Bilingual CSR is responsible for learning and executing the complete call handling process, and meeting expected customer service levels and business performance goals.

Duties and Responsibilities

  • Provide effective and efficient customer solutions to incoming customer inquiries and concerns regarding auto products, services, etc #CD# Customers will include vehicle owners, dealership and field personnel.

  • Meet or exceed monthly Call Center Performance objectives including call quality and performance objectives

  •  #CD#Accurately complete appropriate documentation for each transaction (including data entry) #CD#

  • Perform other duties as assigned

Education

  • High school education completed. #CD# Some college preferred or equivalent work experience.

Experience

  • 1 – 3 years of customer service experience, experience in contact center operation is beneficial

  • Prior knowledge/experience in automotive industry an asset

Skills

  • Bilingual skills – Oral and written proficiency in English and Arabic (specifically the Universal Dialect). #CD# Must be able to communicate in the languages and dialect, as well as be able to write and speak well in both languages.

  • Demonstrated skills in customer escalation, conflict resolution and negotiation

  • Strong customer service, interpersonal and relationship-building skills

  • Strong multi-tasking, organizational, time management and problem solving skills

  • Strong Team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision

  • Computer skills#CD# ability to use Microsoft products and type proficiently (around 35 wpm)

  • Ability to learn new software systems quickly and work in multiple applications at one time. #CD#

  • Ability to demonstrate a high degree of professionalism

Other

  • Must be able to interact with all internal and external departments and contacts. Must represent Percepta professionally with all clients and external organizations and contacts.

Percepta #CD#requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. #CD#Percepta is an Equal Opportunity Employer.

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