Bilingual Agent Backoffice

At Percepta, we bring first-class service across each market we support.

What You’ll Be Doing

The Fast Path specialist works under the direct supervision of the Supervisor. They are responsible for providing timely, consistent and professional responses, via GCCT (Customer Relationship Management application), to dealer‑generated financial assistance request cases. Fast Path specialists will use available resources (e.g. Retention Model) to render Loyalty decisions, along with standard response templates. Fast Path Specialists are responsible for meeting expected service levels and supporting business performance goals of the team.

During a Typical Day, You’ll

• Provide resolution and/or next steps to dealer‑generated financial assistance cases using available resources to determine the appropriate actions (e.g., Retention Model output, knowledge base content, etc.).
• Ensure appropriate action (including required escalations) is taken with utmost priority and speed, to ensure service level metrics are achieved.
• Written communication is professional and grammatically correct within GCCT case notes and dealer portal messages.
• Understand use of technology applications such as knowledge base and GCCT; as well as standard response templates and Loyalty guidelines.
• Ensure all decisions and/or next steps are properly documented in GCCT to allow for an accurate historical view of customer contacts with the Customer Relationship Center (CRC).
• Attend team meetings, focus groups, and training sessions as scheduled.
• Work on activities and/or projects as requested by the Supervisor.
• Identify and relay to Supervisor areas for improvement within the Fast Path case handling process.

What You Bring to the Role

• High school diploma or GED required.
• One (1) year customer service experience preferred.
• Working knowledge of computers.
• Strong customer service, interpersonal and relationship‑building skills.
• Excellent grammar and spelling in English.
• Available to work on site 100%.
• Responsibility and on time from training onwards.

What You Can Expect

• $90 hourly.
• Schedule – Monday to Friday.
• Legal and additional benefits.
• Vacation bonus 25% first year, successive years 50%.
• Christmas bonus 15 days.
• Life insurance 24 months of salary.
• Bonus: as of the second year worked.
• Training programs.
• Employee reward program.

Equal Opportunity Employer Statement

Percepta is proud to be an equal‑opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to ensure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different perspectives and allows every individual to bring value to the table in their unique way.