CUSTOMER SUPPORT ADVISOR (STUDENT)
The main purpose of the role is to ensure efficient communication and activities between all parties involved in a breakdown. The parties involved are the customer, driver, home dealer, repairing dealer and market.
To handle the full breakdown process in the required languages for all products supported within the department and according to the procedures.
To assure a proactive follow-up on open cases via the monitor info Standards and take over cases at the beginning of a shift.
To secure the financial arrangements related to a breakdown according to warranty, soft products and financial routines, answer questions of customers and dealers regarding these topics.
To escalate cases according to the escalation process.
To use the acquired technical understanding to communicate with all parties in a correct and clear way.
To participate actively in continuous improvement activities.
To develop and maintain a proactive working relationship with all employees and customers of all Volvo Group companies.
To take an active participation within the departmental team meetings (daily, monthly and Info sessions).
To be responsible for understanding the operational, strategies, objectives and KPI’s for the VAS breakdown operation.
Qualification & Job Experience:
Tertiary qualification or studying towards one.
Customer and Personal Service.
Clerical / Administration Experience.
Call centre experience will be advantageous.
Computer literate, MS Office (Word, Excel, PowerPoint).
Good command of English language.
Strong organizational and time management skills.
Ability to Initiate and work on your own.
Excellent verbal and written communication skills.
Willingness to acknowledge and work with Volvo’s corporate values as defined in the ‘Volvo Way’.
Proven ability to solve problems.
Team player with an ability to communicate with people at all levels across the business.
Short listed candidates must complete and sign personal verification permission, consent and indemnity declarations, to inter alia perform reference, criminal, credit, qualification, vetting process (if applicable to position) and any other checks deemed necessary.
Travel Required (maximum)
No Travel Required
Last application date