Identify vehicles reported to dealerships for repairs that are at risk of exceeding a 2-day turnaround time. Ensure timely intervention and support to expedite the process.

• Monitor and flag repair cases are likely to extend beyond the 2-day service window.
• Coordinate with internal stakeholders (Parts Team Technical Team etc.) and external stakeholders (Dealerships Distributors) to resolve delays.
• Facilitate communication and ensure necessary actions are taken to deliver vehicles within the stipulated time limit.

• Document all tasks actions communications and files in CRM Tool

• Manage financial assistance requests within agent delegation of authority.

• Track down delay issues and escalate as needed.

• Act as a resource for product knowledge and service support.

• Exhibit strong follow-up and organizational skills.

• Resolve customer issues via dealer using all available resources.

• Provide feedback/Report to management on a regular basis for improved performance.

• To Analyze overall Delay Cases and identify issues like Dealer process (lapses and gaps) Parts Diagnosis Early Product Failures etc. and to drive strategic improvement for the same.

• To connect with Fleet Admin and update overall Fleet Uptime status

• Work as a collaborator (team player) and assist other team members.

• Other duties as assigned.

• The Job is Onsite

Education

Bachelors degree Mandate. Engineering /MBA preferable

Experience

Min 3 years of experience in a Customer Relations Contact Center especially in auto motive sector would be preferable fleet management organization hospitality industry or PR/Sales field.

Skills

• High level of trust and integrity

• Willingness to work in staggered shifts supporting regions such as Australia New Zealand South Africa Middle East and emerging ASEAN markets.

• Strong verbal and written communication skills

• Detailed listening skills

• Strong customer service and relationship building skills.

• Time management and ability to prioritize.

• Conflict resolution skills

• Excellent English language proficiency

• Ability to sway opinions through communication.

• Knowledgeable in MS Office Email Texting and Chat excel Power point etc. and other IT Systems and applications.

• Ability to work calmly under pressure.