Expert Concierge

At Percepta, we bring first-class service across each market we support. As an Expert Concierge in Makati, Philippines, 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 Product Expert will be responsible for uplifting the customer experience in the Philippines.  While acting as a product expert for both prospects and owner, the product expert will use customer interaction to up-sell new vehicles and lead referrals to the dealership.

During a Typical Day, You’ll:

• Provide efficient and timely support/engagement with our customers/prospects during local business hours
• Stand-by for inbound calls from customers and calls transferred from other hotline teams for product knowledge related queries
• If required, seamlessly transfer the sales lead to the appropriate Dealer
• Help the ongoing development of Knowledge Base by submitting questions raised by customers via live calls
• Engage with owners via a live call to assist them in feature familiarization and provide support with their vehicles.
• Proactive calls to customers for special projects, as needed
• Provide support for overflow of calls to PH agents
• Provide support on CRC tools and product testing
• Attend key Product Knowledge training and
• Regular report to Business Operations Manager of ASEAN and Assistant Operations Manager (AOM- ASEAN), as well as PH Team Lead (based in Thailand)
• Work Closely with Philippines Customer Assistance Supervisor

What You Bring to the Role:

• High school diploma required
• Fluent in Filipino and English, both in written and verbal
• Passion for automotive industry
• Strong verbal and written communication skills
• Able to confidently converse and present product features to customers live (via Video)
• Able to show empathy and provide support to customers.
• Strong interpersonal skills to develop working relationships with internal stakeholders.
• Ability to learn new processes and skills quickly and mentality for process improvements.
• Problem Solving ability.
• Proficiency in Microsoft Excel, Word, and Outlook
• Be able to cope with high workload and manage conflicting demands.
• Work effectively with peers across the business.

What You Can Expect

• Competitive Pay Rate
• HMO Benefit
• Paid Time Off
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

Other

• Able to report onsite in Ford Makati/ hybrid arrangement
• Working Hybrid 3 days in Ford Philippines Office (will be 4 days/ week in September onward)

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to 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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