成都招聘

主要职责:

·向道路救援协调员（AC）提供支持：接受AC的咨询，了解驾驶员提供的汽车故障情况。根据不同指标（如车型、故障类型、位置、时间等）分析故障原因，帮助AC找到处理救援案件的最佳办法，即帮助蒙迪艾尔救援向驾驶员提供最高质量的救援服务。如有必要，与驾驶员直接联系，提供技术方面的咨询意见并尝试通过电话解决现场的问题；与汽车代理商沟通，以确定与救援案件相关的问题。
·故障原因跟踪：跟进代理商处理的案件，确定故障原因，更新软件中的相关信息，以确保蒙迪艾尔救援能够为我们的合作伙伴更好的提供发生救援要求的原因分析报告。
·知识传递：协助公司帮助救援协调员逐渐提高我们的救援协调员的汽车技术知识，以期能够提高我们的操作部团队的呼叫处理技能、在处理案件过程中能够更精确的从客户处获知信息、能做出更好的判断。
·损害调查：负责调查在组织蒙迪艾尔救援服务过程中造成的损害情况。与服务商、汽车代理商以及客户进行沟通以期达成这一目标；发现必要的线索（如图片、文件等）以期能够分析案件情况确定损害是否由我方服务商造成。如蒙迪艾尔救援应支付维修费用，应采取必要措施向车主进行反馈，并负责与服务商协商以及向管理层确认维修费用预算。

基本要求:

·有在进口汽车代理商公司的服务咨询等相关工作经验。
·对汽车技术有基本了解（优先考虑技术相关专业北京），并具有维修店技术人员工作经验。
·在汽车代理商公司的检修部门工作，履行下述职责：
-倾听服务需求，并清楚的解释维修质量信息。
-为技师与客户沟通，和/或进行试驾以确定维修原因。
-预估维修费用及时间，并参照客户的时间安排。
-处理客户投诉并维持较高的客户满意度。
-在服务过程中定期核查车辆维修进展情况并在技师发现额外问题时与客户沟通；获得客户认可后指示进行额外维修工作，解释进行的工作以及费用支付情况。
·高超的客户服务技能及其重要。
·应当仪表整洁、值得信赖、工作积极努力并能够适应灵活的工作要求。掌握Excel、Word等办公软件。
·良好的沟通及人际交流能力。
·汽车代理商公司两年以上工作经验。
·基本的英语技能。

Major responsibilities:

· Provide Support to Roadside Assistance Coordinators: Will be consulted by AC’s that will inform him the symptoms of a breakdown event, given by the driver. Will analyze the event according to different parameter (car model, type of breakdown, location, time…) and help AC to define on the best solution for the case, it means, the best service to be provided by Mondial Assistance to assist the driver. Will also liaise directly with driver when a technical consultation is required, providing advice and attempting to solve the problem on the spot over the phone. Will be in touch with the Dealers when necessary to define actions related to an Assistance case.
· Breakdown reasons follow-up: will follow-up after the case with de Dealer, confirming the breakdown reasons and updating information in our software application, so that Mondial Assistance can provide a better reporting to our corporate clients about the events that generate an Assistance request.
· Knowledge transfer: will support the company to gradually improve the automotive technical knowledge of our Assistance Coordinators, so that our operations team can improve the call handling skills, obtain more accurate information from customer during the case opening, and make better decisions when facing a roadside case.
· Damage investigation: will be responsible for the investigation of damages occurred during the organization of Mondial Assistance services. To achieve this task, will liaise with providers, dealers and customers, will request necessary clues to analyze the case (pictures, documents etc…) so that we can have a technical advice about if the damage was caused by one of our providers or not. Will take necessary actions to ensure feedback to vehicle owner and, when Mondial Assistance should cover the repair costs, will be in charge of negotiating with providers and validating with management the repairing cost estimation.

Qualifications:

· Previous experience as Service Advisor at imported vehicle dealerships.
· Has a general knowledge of vehicle mechanical (a technical graduation level will be appreciated), and a former experience as workshop technician.
· Has moved to an SA position at the dealer, with the following responsibilities:
o Listening to requests of the service desired and clearly explaining information on the repair order.
o Referring the technician to the customer and/or test-driving the vehicle to confirm source(s) of service repairs.
o Estimating the cost and time needed to do the repair, taking into account the customer's schedule.
o Handling customer complaints and maintaining high customer satisfaction standards.
o Periodically checking on the progress of the vehicle during servicing and contacting the customer when technicians discover additional problems; getting customer approval to do additional work and explaining the work performed and the charges being billed.
· Good customer service skills are essential.
· You will be well presented, reliable and hard working with a flexible approach. Knowledge of Excel, Word
· Excellent communication and interpersonal abilities.
· Two years of experience in a dealership is recommended.
· Strong communication skills.
· Basic English skills

邮箱：hr@allianz-assistance.com.cn

Allianz Global Assistance China

We help someone, some where in the world every two seconds.

Allianz Global Assistance is the world’s leading assistance company. Our core strength is connecting people in need with professionals who can help-whether that is roadside, travel, emergency medical or home assistance.

As Mondial Assistance we help more than 250 milion people each year. As Allianz Global Assistance we expect to dramatically extend our global reach and local impact.

In China we have almost 500 employees and more than 4000 service providers. With offices in Beijing, Shanghai, Guangzhou, Chongqing, Chengdu and Shenzhen, we are China’s leading provider of roadside assistance and customer relationship management services to automotive manufacturers and international brands. We also provide travel and medical assistance services-we have a multilingual team made up of doctors and nurses who help travelers when they become ill or when they are injured away from home.

Worldwide our specialist assistance group involves more than 10,200 employees working in 28 countries. Together with customers and sales partners, our parent Allianz is one of the strongest financial communities in the world with total of 153,000 employees and operations in 70 countries.

Allianz Global Assistance is a dynamic, innovative foreign company who believes in offering employees an opportunity to build an exciting and challenging international career with long term benefits. We are looking for bright and enthusiastic individuals to support our continued success. Please visit our website for more information.

安联全球救援在中国

每两秒钟，我们就在世界上的某个地方帮助一个人。

安联全球救援是世界领先的救援公司。我们的核心竞争力就是将有需要的人们和我们的专业救援人员联系在一起——不论在道路上、旅途中、紧急医疗事故发生时还是日常生活中。

作为蒙迪艾尔，我们每年帮助超过2.5亿客户。作为安联全球救援，我们期待我们的服务能覆盖全球更多国家并加深对本地市场的影响。

在中国我们拥有近500名员工和4,000多家服务供应商。我们的办公室分布在北京、上海、广州、重庆、成都、深圳。我们是中国市场领先的道路救援服务商，为车厂和众多国际品牌提供道路救援以及客户关系管理服务。我们还提供旅行保险产品和医疗救援服务——我们拥有多语种服务的医护人员，他们为遭遇突发疾病或意外伤害的旅行者提供及时的援助。

在世界范围内我们拥有12,000多名员工分布在28个国家为我们的客户服务。我们的母公司德国安联集团是全球实力最强的金融集团之一，她在70个国家拥有153,000多名员工。

作为一个充满活力、不断创新的外商独资企业，我们为员工提供有益于长远发展的，激动人心和充满挑战的国际化职业发展机会并诚邀精英加盟来共同拓展我们的事业。

请登录我们的网站查询更多信息。

邮箱：hr@allianz-assistance.com.cn