Flemish CX-Universal Agent - (English/Flemish Bilingual) in Daventry

Contract Type: Full-Time, Permanent

Working Hours: 40 hours per week. Hybrid 2 office/3 home, weekly rotating shift pattern within Mon.– Fri. (7:00am–5:00pm). 1 in 6 Saturdays (7:30am–4:00pm). Start times in the UK are based on local market hours and will therefore vary when the UK transitions between GMT and BST.

Location: Daventry, Northamptonshire

What You’ll Be Doing

We are looking for an empathetic and customer‑focused Universal Agent to join our Passenger Vehicle Centre, supporting a globally recognised provider of premium automotive products and services across the Benelux markets. As the single point of contact for customers, you will take the time to understand their needs, concerns and circumstances, providing knowledgeable guidance and resolving after‑sales issues with care and professionalism.

Handling enquiries across phone, email and chat, you will be empowered to make decisions that prioritise customer satisfaction and build lasting loyalty.

During a Typical Day, You’ll:

• Deliver an exceptional customer experience by taking ownership of each interaction and building trust through empathetic, professional communication.
• Manage inbound calls, emails and chat enquiries, providing accurate product knowledge, service guidance and timely resolutions.
• Act as a key liaison between customers, dealerships, sales, technical teams and warranty support to ensure seamless issue resolution and customer satisfaction.
• Resolve customer concerns using all available resources and tools, including goodwill, warranty support, financial assistance and maintenance plans.
• Document all customer interactions accurately within the CRM system and maintain strong follow‑up to ensure commitments are met.
• Support enquiries relating to connected and electric vehicles, mobile technologies, delayed deliveries and after‑sales services across the Benelux markets, while contributing to team and business improvement initiatives.

What You Bring to the Role:

• Secondary School qualifications or similar / High school.
• Bilingual C1‑level fluency in English and Flemish or Dutch, with excellent advanced written and verbal communication skills.
• Strong customer service and relationship‑building skills, with the ability to resolve conflicts calmly and professionally.
• Proficiency in Microsoft Office, CRM systems and working across multiple digital platforms and screens.
• Excellent organisational skills, attention to detail and the ability to manage time and prioritise effectively.
• Resilience under pressure, sound business judgement and a solutions‑focused mindset.
• A high level of integrity and professionalism, with the confidence to adapt your communication style and collaborate across teams and stakeholders.

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 times 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).
• Cycle to work scheme.
• Free on‑site parking.

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.

Employment Diversity 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.