Expert Concierge

At Percepta, we bring first-class service across each market we support. As an Expert Concierge in Makati, Philippines, you’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:

The Product Expert will be responsible for uplifting the customer experience in the Philippines.  While acting as a product expert for both prospects and owner, the product expert will use customer interaction to up-sell new vehicles and lead referrals to the dealership.

During a Typical Day, You’ll:

• Provide efficient and timely support/engagement with our customers/prospects during local business hours
• Stand-by for inbound calls from customers and calls transferred from other hotline teams for product knowledge related queries
• If required, seamlessly transfer the sales lead to the appropriate Dealer
• Help the ongoing development of Knowledge Base by submitting questions raised by customers via live calls
• Engage with owners via a live call to assist them in feature familiarization and provide support with their vehicles.
• Proactive calls to customers for special projects, as needed
• Provide support for overflow of calls to PH agents
• Provide support on CRC tools and product testing
• Attend key Product Knowledge training and
• Regular report to Business Operations Manager of ASEAN and Assistant Operations Manager (AOM- ASEAN), as well as PH Team Lead (based in Thailand)
• Work Closely with Philippines Customer Assistance Supervisor

What You Bring to the Role:

• High school diploma required
• Fluent in Filipino and English, both in written and verbal
• Passion for automotive industry
• Strong verbal and written communication skills
• Able to confidently converse and present product features to customers live (via Video)
• Able to show empathy and provide support to customers.
• Strong interpersonal skills to develop working relationships with internal stakeholders.
• Ability to learn new processes and skills quickly and mentality for process improvements.
• Problem Solving ability.
• Proficiency in Microsoft Excel, Word, and Outlook
• Be able to cope with high workload and manage conflicting demands.
• Work effectively with peers across the business.

What You Can Expect

• Competitive Pay Rate
• HMO Benefit
• Paid Time Off
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

Other

• Able to report onsite in Ford Makati/ hybrid arrangement
• Working Hybrid 3 days in Ford Philippines Office (will be 4 days/ week in September onward)

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 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.

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.

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