Customer Care Representative 2 - Percepta

At Percepta, we bring first-class service across each market we support. As Customer Care Representative 2 in Cainta, Rizal, 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 Care Representative works under the direct supervision of the Team Leader and is responsible for providing a timely and professional service in response to a wide variety of inquiries and concerns by using available resources to our US retail customers and dealers.  The Customer Support Representative will learn and execute the complete call handling process, meet expected customer service levels, support business performance goals of the program by providing a full range customer service experience, and answer regular customer inquiries and concerns via telephone.

During a Typical Day, You’ll

• Promptly processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
• Communicate professional, grammatically correct verbal and written responses to customer inquiries and concerns; educate the customer on client products and services.
• Understand use technology, scripts, and product knowledge. Actively listens 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
• Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
• Provides recommendations for the Team Leader regarding the resolution of recurring problems. Assists in formulation of problem-solving techniques for newly discovered issues.
• Maintain exceptional product knowledge as it relates to technical support.  Remains knowledgeable of product and service offerings, current industry products and technologies.
• Supports 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.
• Handle additional projects and assignments as directed.

What You Bring to the Role 

•       Bachelor's Degree or High School Diploma is required
•       6 months of Customer Service experience is required
• Previous experience supporting customers through phone and chat preferred
• Experience working with technology
• Experience with customer contact systems
• Knowledge of the automotive industry is a plus

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)

A Bit More About Your Role 

• Must be comfortable working on a night shift and rotating schedule
• Willing to work in Cainta, Rizal
• Can start ASAP

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 everyday. As a Percepta team member, you can expect:  

Culture of Service - to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges the value in your contributions

Respect– a team that is accountable, dependable, and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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