Ford App Customer Experience Specialist

Customer Experience Online Guide – Dutch Bilingual

At Percepta, we bring first-class service across each market we support. As a Dutch Bilingual Customer Experience Online Guide in the United Kingdom, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

Employment Details:

Contract Type: Full-Time, Permanent, Fully Remote
Working Hours: 40 hours per week on weekly rotating shifts between 9am to 8pm Monday to Saturday

Salary: £29,441

What You’ll Be Doing

The Customer Experience Online Guide (“CX Guide”) handles all customer communication via our client’s software application and provides online support to customers/prospective customers with enquiries about products, services, invoices, our client’s warranties, vehicle models and accessories. The aim is to generate business and departmental targets by providing an exemplary service experience.

During a Typical Day, You’ll

• Handle incoming customer contacts across all communication channels (chat, phone, email, and social media) with a strong focus on service quality
• Provide clear, accurate, and conclusive responses to customer enquiries
• Support customers in using the software app by explaining features and functionality in an easy-to-understand way
• Assist with mobile connectivity topics such as SYNC, Bluetooth, and operating systems
• Guide customers through the client’s website and digital services
• Answer questions related to the client’s products and accessories, ensuring a positive customer experience
• Work closely with internal teams, including marketing, to ensure consistent and customer-focused communication
• Build trust and long-term customer relationships through professional, empathetic, and solution-oriented support

What You Bring to the Role

• Proven communication skills with the ability to handle customer enquiries confidently and professionally
• Sound judgement and a calm, solution-oriented approach when dealing with customers
• Independent and proactive working style, with a strong sense of ownership and responsibility
• Strong written and verbal communication skills across customer-facing channels
• High affinity for social media and a responsible, customer-focused communication style on public platforms and social media.
• Resilience and the ability to multitask effectively in a fast-paced environment
• Solid PC skills, including proficiency with the Microsoft Office suite
• Fluency in written and spoken Dutch and English or German at C1 level

What You Can Expect

• 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.
• Company pension
• Life Assurance 4 x annual salary
• Contributory pension scheme
• Private Medical and Insurance and discounted dental scheme
• Comprehensive travel insurance for you and family in line with Scheme rules
• Discounts on brand new vehicles
• Employee Assistance Program (EAP)

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty to 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 together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Right to Work

Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application.

Equal Opportunities Statement

Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation.