A Customer Service Representative Customer RelationsCentre (CRC) is employed to perform a defined range of skilled operations.
Theseare normally performed with discretion and judgement by making use of knownprocedures and processes. The Customer Service Representative is an advocate ofthe brand, effectively providing a service to the customer and dealer networks.
There are two fundamental elements to this role :
1.CustomerService Representative - Inbound and Case Management is responsible for receiving basicinbound queries and the management of cases for customers through toresolution.
Work is carried out within the client agreed guidelines. CustomerService Representatives are expected to provide high quality customer care andto strive for excellent customer service and resolution of customers’ enquiryupon first contact to ensure customers experience high satisfaction with thecompany through their contact with the CRC.
2.CustomerService Representative Outbound is responsible for undertaking marketing programs onbehalf of the Client to assist in their development of strategic businessplans.
Marketing campaigns include Owner Dialogue (Welcome and Anniversarycalls), Hot Leads, Test Drive Direct Response and SAP Administration.
Duties and Responsibilities
Provide quality customerservice;
Provide multiplespecialised services to customers for a range of products or services,difficult complaint and fault inquiries, deployment of services and staff;
Respond to inbound customercontact;
Conduct outbound customercontact;
Assist in providingsolutions to customers and staff over the phone or by correspondence;
Negotiate with customers onmajor faults and their resolution;
Resolve complex customercomplaints; and
Process complex accountsand service requirements.
Explore customer concerns relating to vehicle,service or product, by contacting various resources and providingrecommendations to reach case resolution
Investigate and recommend levels of financialassistance for customer claims
Communicateresolution / information to customers in a confident and knowledgeable manner
Assist in handling ofexecutive referrals
Data capture of customerand potential customer information
Fulfilment of brochurerequests
Test drive bookings throughthe dealer network
Conduct a telemarketingcampaign;
Use common call centretelephone and computer technology;
Enter and retrieve data;
Respond using writtencommunication;
Work in a customer contactcentre environment;
Manage work priorities andprofessional development;
Provide a greater amount ofleadership to less experienced employees;
Work in a team;
Assist inspecial projects and participate in any other duties as requested by Percepta or Ford;
Adheres to the Percepta global values;
Follow occupational health& safety policy and procedures.
Required to speak at leastsome English and fluent Korean (as native speaker);
Excellent customer handlingskills with a thorough understanding of 'world class' customer service and adesire to exceed customer expectations;
An ability to work on owninitiative and prioritise workload without supervision;
Good problem solving skills;
Good computer skills -familiar with the use of a PC, accurate keyboard skills, proficiency inMicrosoft applications such as Office.
Ability to learn new applications;
Some familiarity andunderstanding of databases i.e. adding information, updating information isdesirable;
Satisfactory productknowledge and basic technical knowledge preferable but not essential;
Quality Management andContinuous Improvement knowledge and mindset preferable;
A clear understanding ofthe differences between a call center and customer service mindset;
Driving License beneficialto understand the nature of vehicles;
Understanding of orprevious experience in the automotive industry advantageous.
Skills & Competencies
A strong desire to resolve customer concerns
An appreciation and understanding of the role thecompany plays in the marketplace
Maintain a positive, professional and pro-activeattitude towards customer enquiries
Provide clear, professional and accurate writtenresponses to customers when requested, using standard letters where appropriateand email
Deliver quality performance
Ability to relate to and deliver Percepta missionand values
Advanced organisational skills
Ability to seek advice or escalate issues whennecessary
Advanced concern resolution skills
Excellent verbal and written communication skills,able to identify, confirm and action customer requirements
Ability to confidently interact with customers inan outbound environment
Strong problem solving ability
Ability to build rapport and engage withstakeholders
Completed a High SchoolCertificate;
Desirable - Has eithercompleted a tertiary qualification or equivalent in a consumer / customer contactfield.
experienceworking within a customer service environment either face to face or over thephone;
Preferablyhas had at least 1 year of work experience in outbound / inbound Customer Servicein a call centre environment;
Provenexperience in managing multiple tasks, often with conflicting priorities;
Communicatesboth verbally and in written correspondence to an above average standard