Customer Experience Specialist - French Bilingual

Customer Experience Specialist - French Bilingual

ES-Comunidad Valenciana-ALMUSSAFES### Description

Customer Experience Specialist - French Bilingual

At Percepta, we bring first-class service across each market we support. As Customer Experience Specialist, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Customer Experience Specialist (CXS) works with customers and prospective buyers to earn and retain their loyalty with our client, a globally recognised provider of high-quality automotive products and services, by building relationships based on understanding each customer’s needs, concerns, lifestyle, and preferences.

The CXS is empowered to make decisions using customer satisfaction tools to resolve customer concerns and ensure loyalty, serving as a Single Point of Contact for customers on general enquiries and product and technical queries, with a primary focus on resolving after-sales issues.

Customer interaction is accomplished through a combination of inbound and outbound phone, email, and chat sessions.

Core Objectives

• Build lasting customer loyalty through relationships based on trust, understanding, and ownership of every contact

• Resolve customer concerns and after-sales issues efficiently using available tools and resources

• Serve as a knowledgeable single point of contact for general, product, and technical enquiries

• Maintain accurate, timely documentation of every customer interaction

• Support broader team and business goals through collaboration and consistent performance

During a Typical Day, You’ll

1. Customer Interaction & Relationship Ownership

• Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm through ownership of the contact

• Actively listen to the customer while controlling the interaction to lead them in a professional and efficient manner

• Handle inbound customer calls, emails, and chats in a helpful, courteous, and professional manner

• Return all email and voicemail messages promptly and follow up with customers and dealers as committed

2. Issue Resolution & Product Knowledge

• Act as a resource for all product knowledge and service support

• Resolve customer issues using all available resources, including Dealers, Subject Matter Experts, Field Managers, Stakeholders, and the Knowledgebase

• Use applicable customer satisfaction tools to resolve issues, including financial assistance, service plans, payments, and maintenance plans

3. Cross-Functional Liaison & Documentation

• Act as a liaison between the customer, Sales, Technical hotline, PD, and Warranty support, following up with dealerships to ensure customer satisfaction

• Document customer inquiries and concerns using the CRM tool

• Exhibit strong follow-up and organizational skills in both verbal and written communication

What You Bring to the Role

• Further Education college or similar: A Levels, Higher, ONC, or relevant experience

• Experience, appreciation, and/or passion for the Ford Brand or Commercial Vehicles

• Practiced experience in a Contact Centre or Customer Service role

• Knowledge of the automotive industry a plus

• Demonstrates a high level of trust and integrity

• Excellent oral and written communication skills, with a good command of grammar and punctuation

• Excellent attention to detail and active listening skills

• Strong customer service, interpersonal, and relationship-building skills

• Time management skills, with the ability to prioritise projects and customer needs, remain resilient, and work calmly under pressure

• Conflict resolution skills and good service and business judgment, with the end goal of customer satisfaction

• Ability to influence others and adapt communication style while maintaining a professional demeanor, language, and appearance

• Working knowledge of MS Office, email, texting, and chat, and the ability to work across multiple systems and computer screens

• Must be able to interact professionally with all levels of internal and external departments and contacts, representing Percepta and the client appropriately

What You Can Expect

• Health/Dental/Vision/Life Insurance

• Flexible Spending Account (FSA) and Health Savings Account (HSA)

• 401(k)

• Vacation/Sick Time and Paid Holidays

• Tuition Reimbursement

• Employee Assistance Program

• Employee Discount Program

• Training and Development Programs (Percepta College)

• Employee Rewards Program (Perci Perks)

A Bit More About Your Role

Success Metrics (First 6–12 Months)

• Consistently high customer satisfaction and loyalty outcomes across phone, email, and chat interactions

• Timely, accurate resolution of after-sales issues and general enquiries

• Complete and accurate documentation of customer interactions in the CRM tool

• Strong follow-through on commitments to customers and dealers

• Positive feedback from the Customer Experience Operations Supervisor on goal attainment and team contribution

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver 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, 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 together by lifting each other up, influencing one another for the better, and ensuring everyone wins.

Deliver Remarkable - We engage openly and with curiosity to co-create bold ideas that connect and inspire.

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 on the communities we serve by not only delivering amazing services 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.

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

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payment or personal information such bank account details from applicants at any point in the recruitment process.