Percepta
Work from Home - Virtual French Bilingual Agent - Percepta
At a glance
Location: US-FL-Melbourne Map
Posted: 12/03/2017
Closing: 01/02/2018
Degree: High School
Type: Full-Time
Experience: Not Specified
Percepta
Job description

The Work from Home - Virtual - French Bilingual Customer Care Representatives –  works under the direct supervision of the Team Leader; responsible for providing timely and professional customer service in response to recalls and concerns by using available resources; responsible for learning and executing the complete call handling process.  Responsible for meeting expected customer service levels; supports business performance goals to the Melbourne Customer Relationship Center by providing full range of customer service; answers regular customer inquiries and concerns via the telephone supporting our Canadian Customers.
 
What You Will Do
 

Promptly processes and answers and/or resolves French / English customer inquiries and concerns, determining the appropriate actions based upon job aids, research, and  existing desktop solution tools and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved 


Communicate professional, grammatically correct verbal responses to customer inquiries and concerns; educate the customer on client products and services 

Place outbound calls to customers and dealers (when necessary) to understand the needs of the customer and respond to customer inquiries and concerns 

Understands use of 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 


Master desktop applications, such as Siebel, etc 


Communicate the resolution of inquiries to customer via outbound calls, based on defined inbound procedures, customer issues 

Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner 


Liaise with various CRC departments, attend team meetings, pep sessions, focus groups, and training sessions as scheduled


Work on activities and/or projects as requested by the Team Leader 


Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes 


Relay customer service problems to Team Leader when necessary 


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

What We Offer
 
    We offer a competitive salary and a comprehensive benefits package that includes:
    Health benefits for full time employees including Medical, Dental, Vision coverage
    Competitive salary along with bilingual premium for qualifying positions  
    Paid time off
    Outstanding employee recognition programs and events. 
    Discount pricing on new vehicle purchases.
    Tuition Reimbursement


What You Have

 
  High School Diploma or GED required 
  One year of customer service experience, call center preferred 
  Must be able to type 25 WPM
  Fluent in both oral and written French skills required
  Experience in customer service and sales greatly preferred 
  Strong written and oral communication skills with all levels of the organization. 
  Strong customer service, interpersonal and relationship-building skills 
  Strong multi-tasking skills 
  Strong organizational, time management, planning 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
  Ability to demonstrate a high degree of professionalism 
  Working knowledge of computers
  Experience with Siebel or Customer Contact systems an asset 
  Automotive industry experiences an asset 
 
 Able to work an 8 hour shift between 8:30am and 8pm Monday-thru Friday. 
 
This  department follows the Canadian holidays.
 
All employees and applicants for @home must meet the following mandatory minimum system requirements and pass all subsequent system assessments to Percepta’s satisfaction prior to moving to @home status or being hired.  These requirements must be adhered to at all times.
 

PC Requirements
Minimum support hardware requirements:
  • Computer Type: Intel or AMD PC (NOT MAC or TABLET)
  • Total Processor Speed:  2.4 GHz (Number of cores X CPU Speed)
  • RAM: 4GB minimum installed
  • Hard drive: Minimum 30GB total capacity, with 3GB free on C:\\ drive for Percepta applications
  • USB Ports: minimum of 2 free ports
  • Sound: Full-duplex, 16-bit
  • Video Web Cam
    • Recommended model – Logitech c920 HD Pro Webcam (or equivalent)
  • Dual Monitors
    • Supporting a minimum resolution of 1024 X 768, with a 32-bit display adapter.
    • Minimum- 19 inch
    • Recommended 22 inch 
      • Recommended model- Dell-P2217 or equivalent 
 
Supported Operating Systems
Your PC must have one of the following Operating Systems:
  • Windows 7 with Service Pack 1 (Home/Professional)
  • Windows 8.1 (Home/Pro)
  • Windows 10 (Home/Pro)
    All Windows Operating Systems must have the latest Service Pack, patches and updates installed.
    Running the required Belarc systems test will confirm what currently installed on the PC. 
  • The Percepta IT team will also confirm this during the Operational Readiness Testing to occur prior to employees working from home.
     
    UNSUPPORTED Operating Systems
    If Microsoft no longer supports an Operating System, then neither will Percepta:
  • Windows 1.01 - 3.51
  • Windows 95, 98, 2000, 2003
  • Windows ME
  • Windows XP

Additionally, any operating system other than Microsoft Windows is completely unsupported:
  • Chrome OS
  • Android (any version)
  • iOS (any version)
  • Linux (Ubuntu, Redhat, SuSe, Slackware, etc.)
  • OSX (any version)
  • Unix (any version)
  • etc...
 
Headsets
Two headsets are required (one as a spare).  The following headset is the only headset approved for use.
  • Plantronics DA80 with Plantronics HW520 Headset

Security
Supported Antispyware / Antivirus
Applicants need to have one current Antivirus / Antispyware software loaded on their PC. Examples include:
  • Microsoft Security Essentials
  • Windows Defender
  • Avast
  • Avira Antivirus
  • Malwarebytes

Also note:
  • The above list is subject to change due to unforeseen vendor Antivirus / Antispyware updates
  • All virus / spyware definitions must not be older than 7 days
  • Only 1 Antivirus / Antispyware should be installed and enabled on the PC at a time
  • Real time scanning exceptions for *.percepta.com and c:\\program files\\citrix
 
Supported Web Browsers
  • Microsoft Internet Explorer® 8.x
  • Microsoft Internet Explorer® 9.x
  • Microsoft Internet Explorer® 10.x
  • Microsoft Internet Explorer® 11.x
 
UNSUPPORTED Web Browsers
  • Microsoft Internet Explorer® 4.x - 7.x
  • Chrome 
  • Firefox
 
Internet Connection Requirements
Supported Connection Types
  • Hard wired (Ethernet)
  • Broadband connections:
    • DSL
    • Fiber
    • Cable
 
Internet – Minimum Bandwidth Requirements
  • Upload Speed – 4Mbps
  • Download Speed - 10Mbps
 
UNSUPPORTED Connection Types
  • BPL (Broadband over Power Line)
  • PoE (Power over Ethernet)
  • Dial-Up (Phone and Modem, PSTN)
  • Wireless (Wi-Fi)
  • Broadband Wireless connections:
    • Satellite
    • Microwave, Radio, WiMAX (line of sight)
    • 3G, 4G, LTE (cellular)
 
Stability
In order to work from home, your internet service must be 99.99% stable.  In addition, we also have the following requirements for latency and packet loss:
  •   Faster is obviously better.  If the fastest you can get is 120ms, consider upgrading your connection.
  • Additional information available under the Help Tab.  Maximum allowable packet loss is 0%.
 

What We Offer
 
    We offer a competitive salary and a comprehensive benefits package that includes:
    Health benefits for full time employees including Medical, Dental, Vision    coverage
    Competitive salary along with bilingual premium for qualifying positions  
    Paid time off
    Outstanding employee recognition programs and events. 
    Discount pricing on new vehicle purchases.
    Tuition Reimbursement
VIRTUAL / REMOTE OPPORTUNITY!  WORK  FROM HOME!!


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, as a condition of employment. Percepta is an Equal Opportunity Employer.

Work from Home - Virtual French Bilingual Agent - Percepta