Percepta

Compensation

Full Description

Job Title: Escalation Support Specialist (Automotive Customer Support) Company Overview: Percepta is a leading provider of customer experience solutions, specializing in the automotive and mobility sectors. We pride ourselves on delivering award-winning services that enhance every stage of the customer journey. With a strong commitment to innovation and employee growth, Percepta fosters a collaborative and supportive work environment. Role Overview: As an Escalation Support Specialist at Percepta, you will play a critical role in managing and resolving complex customer issues within the automotive industry. Working in a hybrid setting in Allen Park, MI, you will be the key point of contact for escalated cases, ensuring customer satisfaction and maintaining strong client relationships. What You'll Do: - You will manage and resolve escalated customer inquiries and complaints with professionalism and efficiency. - You will collaborate with cross-functional teams to identify root causes and implement effective solutions. - You will document and track all escalations accurately to ensure timely follow-up and resolution. - You will provide detailed feedback and insights to improve processes and customer experience. - You will maintain up-to-date knowledge of automotive products, services, and industry trends. - You will communicate clearly and empathetically with customers to de-escalate situations and build trust. - You will assist in training and mentoring junior support staff to enhance team performance. - You will contribute to continuous improvement initiatives within the support department. What You Bring: - Minimum of 3 years of experience in customer support or escalation management, preferably in the automotive industry. - Strong problem-solving skills with the ability to analyze complex issues and develop effective solutions. - Excellent communication skills, both verbal and written, with a customer-centric approach. - Proficiency in CRM software and support ticketing systems. - Ability to work independently and as part of a team in a hybrid work environment. - Strong organizational skills with attention to detail and the ability to manage multiple priorities. Bonus Points If You Have: - Experience with automotive technical support or knowledge of automotive systems and terminology. - Familiarity with quality assurance processes and customer satisfaction metrics. - Previous experience in a hybrid or remote work setting. - Additional language skills to support diverse customer bases. What We Offer: - We offer a competitive salary and comprehensive benefits package. - We offer opportunities for professional development and career advancement. - We offer a supportive and inclusive work culture that values your contributions. - We offer flexible hybrid work arrangements to promote work-life balance. - We offer employee wellness programs and resources to support your health and well-being. Ready to Apply? To join our dynamic team at Percepta, please submit your resume and cover letter through our careers page or email us directly at careers@percepta.com. We look forward to hearing from you!