Bilingual French Customer Support Representative; Volvo Car

Position: Bilingual French Customer Support Representative (Volvo Car USA)

Requisition Title

US-NJ-Mahwah

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 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

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)

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)

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 7 weeks)

The center hours of operations are 6 am to 9 pm, 7 days a week.

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…