Korean Bilingual Customer Service Representative

Position Summary


A Korean Customer Service Representative – Customer Relations Centre (CRC) is employed to perform a

defined range of skilled operations. These are normally performed with discretion and judgement by

making use of known procedures and processes. The Customer Service Representative is an advocate

of the brand, effectively providing a service to the customer and dealer networks.


Duties and Responsibilities


• Provide quality customer service;

• Provide multiple specialized services to customers for a range of products or services, difficult

complaint and fault inquiries, deployment of services and staff;

• Respond to inbound customer contact;

• Conduct outbound customer contact;

• Manage customer relationships;

• Assist in providing solutions to customers and staff over the phone or by correspondence;

• Negotiate with customers on major faults and their resolution;

• Resolve complex customer complaints; and

• Process complex accounts and service requirements.

• Explore customer concerns relating to vehicle, service or product, by contacting various resources

and providing recommendations to reach case resolution

• Investigate and recommend levels of financial assistance for customer claims

• Communicate resolution/information to customers in a confident and knowledgeable manner

• Assist in handling of executive referrals

• Data capture of customer and potential customer information

• Fulfilment of brochure requests

• Test drive bookings through the dealer network

• Conduct a telemarketing campaign;

• Use common call centre telephone and computer technology;

• Enter and retrieve data;

• Respond using written communication;• Work in a customer contact centre environment;

• Manage work priorities and professional development;

• Provide a greater amount of leadership to less experienced employees;

• Work in a team;

• Assist in special projects and participate in any other duties as requested by Percepta or Ford;

• Adheres to the Percepta global values;

• Follow occupational health & safety policy and procedures.

Previous Experience

•Required to speak at least some English and fluent Korean (as native speaker);

•Excellent customer handling skills with a thorough understanding of 'world class' customer service

and a desire to exceed customer expectations;

•An ability to work on own initiative and prioritize workload without supervision;

•Good problem solving skills;

•Good computer skills - familiar with the use of a PC, accurate keyboard skills, proficiency in Microsoft

applications such as Office. Ability to learn new applications;

•Some familiarity and understanding of databases i.e. adding information, updating information is

desirable;

•Satisfactory product knowledge and basic technical knowledge preferable but not essential;

•Quality Management and Continuous Improvement knowledge and mindset preferable;

•A clear understanding of the differences between a call center and customer service mindset;

•Driving License beneficial to understand the nature of vehicles;

•Understanding of or previous experience in the automotive industry advantageous.


Skills & Competencies

• A strong desire to resolve customer concerns

• An appreciation and understanding of the role the company plays in the marketplace

• Maintain a positive, professional and pro-active attitude towards customer enquiries

• Provide clear, professional and accurate written responses to customers when requested, using

standard letters where appropriate and email

• Deliver quality performance

• Ability to relate to and deliver Percepta mission and values

• Advanced organizational skills

• Ability to seek advice or escalate issues when necessary

• Advanced concern resolution skills

• Excellent verbal and written communication skills, able to identify, confirm and action customer

requirements

• Ability to confidently interact with customers in an outbound environment

• Strong problem solving ability

• Ability to build rapport and engage with stakeholders Education

• Completed a High School Certificate;

• Desirable - Has either completed a tertiary qualification or equivalent in a consumer/customer contact

field.

• general administrative experience;

• experience working within a customer service environment either face to face or over the phone;

• Preferably has had at least 1 year of work experience in outbound/inbound Customer Service in a call

centre environment;

• Proven experience in managing multiple tasks, often with conflicting priorities;

• Communicates both verbally and in written correspondence to an above average standard


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 every day. 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 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


Career Growth – 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. As a condition of employment,


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. Percepta is an Equal Opportunity Employer. Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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