מה תעשו
Provide the highest level of Service Customer Experience, collaborate with local Service Centers (Front of House), Support and Sales, Service & Delivery (SSD) partners to ensure we provide a consistent Customer Experience across EMEA
Review Service Requests for your region/country to provide the best option to resolve Customer concerns; determine if customer concern can be resolved over the phone or OTA (over the air), remote or assign it to Diagnostic or Mobile Service Team as needed. Carry out customer education when required
Responsible for pre-arrival readiness, including but not limited to, communicating, clarifying maintenance items, identifying parts requests, and making Service Visits initiate parts request procedure.
Set expectations for repairs in accordance with new and used warranty guidelines and specifications
Anticipate Customer Mobility where appropriate, arranging alternative transportation solutions where possible
Contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets
Ability to welcome temporary additional responsibilities to meet business needs
Possess an understanding of basic automotive techniques related to repair and servicing of vehicles
Ability to follow oral and written instructions with attention to detail
Relevant experience in a customer facing role delivering excellent service, preferably from a technical or automotive environment
Effectively handle multiple priorities, organize workload, and meet deadlines
Proven ability to work and communicate effectively in a team-based environment and achieve a common goal
Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to details, especially the accuracy of system operation and data information
Excellent communication and problem-solving skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
Ability to establish and maintain cooperative working relationships
Conflict management skills – ability to address and defuse difficult conversations and customer conflict
Positive, enthusiastic, and willing to learn about the changes in the personal transportation industry and our products and services
Digitally savvy – ability to adopt and adapt quickly to new technology and systems
