At Percepta, we bring first-class service across each market we support. As aDigital Experience Representative in Melbourne, FLyou’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing 

Thedigitalexperience representativebuildsand maintainstrustas askilledexpert byprovidingsuperior knowledge and expertise for an innovative new program designed to assist consumers transitioning to vehicle ownership. This unique program provides the ability to support customers and connect with them through SMS text messaging.

Client interaction, first and foremost, is to provide an exceptional experience for consumers to build a strong loyalty to the digital experience program, and Ford. The digital experience representative will be focusedonbuildingrelationships withtheirclientsandprovidinganoutstandingexperiencewhereclients are delighted.

As a digital experience representative, you will take ownership of providing customers the support they need, educating them, removing blockers, deepening their vehicle ownership experience, and going above and beyond at every step of the journey. You will be an impactfulleaderindrivingour customerservicephilosophyof“TreatingCustomersLikeFamily”,andyou will be empowered to personalize each owner’s experience in fun and creative ways.

Yourday-to-dayresponsibilitieswillincludecommunicatingwithcustomers via SMS to set them up for a successful and smooth ownership experience. In addition to tracking and monitoringtheprogressionofcustomersvehicleorderspre-delivery,youwillproactivelyprovidehelpful tips and information related to onboarding with their new vehicle.

During a Typical Day, You’ll

Provide an exceptional client experience in every interaction for customers via SMS through their entire customer journey with Ford, listening to and understandingtheirneedstoserveasaproactiveprimary contactwhenconcernsor questions arise.Communicateeffectivelyinwritten responsesto clientinquiries, payingclose attention to sentiment.Buildrapportandlearnhowtosupport eachuniquecustomer,meeting them wherethey arein their ownership journey.Provideinsightfuladvice and directsupporttoconsumers inneed.Diagnosesofissuesand provide resolution with teaching and guidance.Partnerswithinternalstakeholdersandteamsfortroubleshootingand resolution.Educatethe clientonvehicleproducts,services,andpartners.Ownstheconsumerexperiencefromtheverybeginningtotheend.Makingdecisionson whether to escalate or how to address client issues so the client is delighted and eager to continue to utilize the program.Participateinprojects,responsibilities,andothertasksassignedbymanagement.Identifiesandpresents out ofthe boxideasandchanges tootherConciergeandLeadersthat will ensure this program is a world class experience.Travelmayberequiredfortraining purposes.Provide an exceptional client experience in every interaction for customers via SMS through their entire customer journey with Ford, listening to and understandingtheirneedstoserveasaproactiveprimary contactwhenconcernsor questions arise.Communicateeffectivelyinwritten responsesto clientinquiries, payingclose attention to sentiment.

What You Bring to the Role 

Experience / Education

·3-5years’experiencecommunications, hospitality, retail,sales,marketing, customer service, user experience or any combination thereof.

·An associate degree or bachelor’s degree is a plus in the areas of customer experience, communications, hospitality, retail, marketing, or related field of study.

Skills

·Apassionfor twoof thethreeitemsbelowisimportant becauseweareseekingpeoplewhowant to build a career that is aligned with their interests.

oExceptionalcustomerservice

oAutomotiveIndustry,specificallybatteryelectricvehicles andtheelectrificationrevolution

oCuttingedgetechnology

·Communication

oExcellent communication skills

§Comfortable and confident with text, or any written form of communication

§Savvy and demonstrate creative solutions.

oPresentafriendly andsupportiveresponseacross allinteractions.

oSpeedandaccuracywhentyping.

§Successful typing assessment of minimum of 50 words per min

oAbilitytoswaytheopinionofothersthroughwrittencorrespondence.

oStrongabilitytoadaptandpersonalizecommunicationstyletofitthestyleofothers.

oAbilitytodiagnoseissues quicklyandresolvewithpatienceandempathy.

oDemonstratedabilitytointerjectpersonalityintowrittencontentwithoutcrossing professional boundaries.

·Lives the program’s values and demonstrates these when dealing with consumers and internal colleagues.

·Brings an energetic and collaborative mind set to the team.

·Eager to work in a positive team environment where everyone strives to work to a high standard and perform to the best of their ability in order to delight their clients.

·Strong customer service, interpersonal and relationship-building skills

·Ability to provide SME experience to fellow colleagues.

·Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends

·Ability to work well in a fast-paced environment.

·Active listening skills

·Strong multi-tasking skills, organizational, time management, planning and problem-solving skills.

·Self-sufficient, resourceful and works well with minimal supervision.

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 everyday. 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 of 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.

CareerGrowth – 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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