Customer Care Representative

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

The Customer Care Outbound Agent works under the direct supervision of the Team Leader and is responsible for contacting consumers to provide information about recalls pertaining to their vehicle and provide assistance in scheduling repairs.  The Customer Care Outbound Agent will learn and execute the complete call handling process, meet expected customer service levels, and support business performance goals of the program by providing an excellent customer service experience.

·         Promptly processes and resolve customer inquiries, concerns or technical questions pertaining to a recall, 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.

·         Identify affected vehicles based on provided criteria in specified geographic locations utilizing online resources.

·         Communicate professional, grammatically correct verbal and written responses to customer inquiries and concerns.

·         Understand 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.

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

·         Ensure that all customer contacts are properly logged to allow for an accurate historical view of customer’s contacts; manage follow-up log and audit documentation of customer files.

·         Use additional resources and escalation points, including: Repair history, Recall Letters, Dealer Bulletins, and call history log to find solutions for basic to intermediate level issues.

·         Follow-up with the customer if required, to ensure the full resolution of the problem.

·         Provides outbound support to dealerships and customers in an effort to resolve vehicle owner concerns, issues and to support special projects.

·         Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Team Leader informed of any issues as they arise.

·         Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.

·         Provides recommendations to 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.

·         Handle additional projects and assignments as directed.

Education

·         High school diploma required

Experience

·         6 months Customer Service experience preferred

·         Previous experience supporting customers through phone and chat preferred

·         Experience or interest in working with technology is preferred

·         Experience with customer contact systems

Skills

·         Adaptability and flexibility to work within different channels within the program as needed

·         Solid computer skills, internet savvy, and experience using CRM software

·         Ability to type and speak at the same time

·         Strong problem solving, troubleshooting experience, resolving technical problems from start to finish

• Exceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organization
• Experience working in the automotive or wireless telecommunications industry is an asset
• Strong customer service skills
• Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology

• Ability to advise and educate customers in a way they can understand - possess patience to work through technical issues with non-technical customers

• Ability to learn quickly and eagerness to learn new techniques and skills
• Highly organized, detail oriented, and able to thrive in a fast paced, changing environment
• Strong team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision

Other

• Must be able to interact with all internal and external departments and contacts
• Must represent Percepta professionally with all clients and external organizations and contacts

Hours of Operation

Monday – Friday, 8:00am to 9:30pm

Saturday, 9:00am to 5:30pm