Bilingual French Customer Support Representative (Volvo Car USA)

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Bilingual French Customer Service Representative (supporting Volvo Car USA) working hybrid in Mahwah, NJ, you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.

What You’ll Be Doing

The Bilingual French Customer Service Representative provides world-class customer service by dispatching tows and roadside providers to customers, resolving customer complaints, and addressing questions regarding their vehicles. The representative also presents Volvo Car USA to its owners in a professional, caring manner.

During a Typical Day, You’ll

• Coordinate towing and roadside services for owners
• Provide the highest level of customer support through omnichannel solutions (voice calls, emails, chat, and SMS)
• Answer questions for Volvo Car owners and prospects about product purchases or familiarization
• Handle customers who contact Volvo to facilitate the resolution of their issues
• Make all reasonable efforts to ensure customer satisfaction
• Escalate unresolvable or beyond the scope of authority issues to senior team members
• Responsible for proper documentation and coding in Volvo's proprietary software
• Advise Customer Care Center Manager, Supervisor, Team Leader, and/or appropriate Field Manager of any trends or concerns with customer handling, or product/service-related issues for action
• Complete additional tasks/projects as needed

What You Bring to the Role

• A high school diploma is required
• Bilingual in French and English is required; must be able to pass written and oral assessments in both languages
• A minimum of one (1) year of previous customer service call-handling experience
• A genuine interest in providing excellent customer service
• Experience working with a fast-paced and dynamic team, resolving challenges optimistically
• Roadside dispatching or emergency call response experience is preferred
• Experience working both independently and in a team environment
• Independent work experience, including using logic and intuition to reach appropriate conclusions
• Excellent written and oral communication skills required
• Excellent communication skills; Passionate, confident, and comfortable over the phone or through emails, text, or other forms of written communication, adapting communication style to fit the style of others
• Speed and accuracy when typing
• Ability to diagnose issues quickly and resolve them with patience and empathy
• A broad knowledge of the automotive business is preferred
• A strong, professional, and polished customer focus, awareness, and sensitivity, with the ability to gain the trust and respect of colleagues and customers
• Excellent decision-making skills
• Ability to work well under pressure
• Ability to analyze data, track trends, and retrieve relevant information to complete a task

What You Can Expect

• Starting hourly rate of $23 per hour ($21 base plus $2 bilingual premium)
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Award-winning Employee Rewards Program (Perci Perks)

A Bit More About Your Role

• Full-time, Permanent (40 hours a week)
• Equipment is provided
• Paid training (Monday - Friday, 8:00 AM - 5:00 PM ET for approximately 3-4 weeks)
• The center is a 24/7/365 operation
• Shift differential: Additional pay of $1.00/hour will be paid to those who work between the hours of 8 pm - 6 am ET

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:

• 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 as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

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.

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