上海招聘

?Position Summary
Customer Care Representatives –Good wills and CHAPS who belongs to complaint team are expected to provide high quality Good wills and CHAPS service to customers through their analyst about the case data from CRC according to JLR Good wills and CHAPS policies .Also they should be backup of SCCR of complaint team if business required

Within the CRC, it is the representative’s responsibility to manage a case because of the self quality problem of the cars. And in most cases, this can be done over by repairs.

However, there are certain critical cases that there might be new car repeat repair in certain period that we are not able to control in a reasonable amount of time. This is despite the representative's best efforts to close the case, and the reason for not being able to is often linked to external influencing factors (for example, parts supply, engineering issues etc)

These cases require a much more detailed level of investigation and liaison. These cases often result in low customer satisfaction and a high degree of frustration. They can end up being escalated to senior members of the organisation, and also will attract a high degree of goodwill spend (car hire, general goodwill, AVC etc) as a result of our inability to isolate a quick resolution.

In critical cases such as these, the complexity of a case overtakes the representative’s ability to manage the issue with the granular attention needed, alongside all their other existing cases. These can include cases where a number of third parties are involved and by their nature, could represent the potential of high costs and brand exposure.
There are five main areas of risk associated with the lack of ability to close a case down quickly:
Increased goodwill expenditure
Increased levels of Car Hire cost
High customer dissatisfaction
Increased likelihood of escalation to senior members of staff
Legal and media exposure risk

Duties and Responsibilities
? To audit goodwill/CHAPS application from customers and/or Dealers according to JLR policy
? To process goodwill/CHAPS cases in systems
? To calculate goodwill amount in terms of goodwill scorecard
? To collect and audit goodwill/CHAPS documentation from Dealers for JLR approval
? To keep effective communication with Dealers and give necessary guidelines for goodwill/CHAPS application
? To submit weekly and monthly report according to JLR's request
? To monitor the cost control based on goodwill/CHAPS budget (if necessary)
? To work with senior members of staff on escalated cases, where investigation and resolution is required.
? Be backup of complaint team SCCR


Education
? Preferably College education

Experience
? Demonstrable experience in Automotive Customer Service Concern Management,
? Understanding and experience working with a dealer network.
? Strong accurate written and verbal communication skills
? Proven ability to communicate with both colleagues and customers to bring about a resolution.
? Outstanding case management experience and the ability to manage time to deadlines.
? Good presentation skill and the ability to assimilate data to a good standard.
? Two years experience in customer care, experience within a CRC environment advantageous.
? Excellent customer handling skills with a thorough understanding of ‘world class’ customer service and a desire to exceed customer expectations whilst marrying this with the objectives of the Business.
? An ability to work on own initiative and prioritise workload without supervision.
? Good communication and writing skills.
? Good problem solving skills.
? Good computer skills – familiar with the use of a PC, accurate keyboard skills, proficiency in Microsoft applications such as Office, Word, Excel. Web navigation and use of internet search engines. Ability to use PowerPoint is useful. Ability to learn new applications.
? Some familiarity and understanding of databases i.e. adding information, updating information is desirable.
? Satisfactory product knowledge and basic technical knowledge preferable but not essential.
? Quality Management and Continuous Improvement knowledge and mindset preferable.
? A clear understanding of the differences between a call centre and customer service mindset.
? Driving License beneficial to understand the nature of car’s in life.
? Understanding of or previous experience in the automotive industry advantageous.

Percepta成立于2000年。总部位于美国，是一个由全球著名客户呼叫服务公司Teletech和福特汽车公司投资的全球性呼叫中心合资企业。专业致力于汽车行业公共关系服务的美资跨国集团，在全球12个国家24个地区(北美区 ,欧洲区, 亚太区)开展战略合作伙伴业务。

Percepta拥有1700名员工，遍布全球十二个国家，如美国，英国，澳大利亚，德国，南非，中国,泰国等。

汽车行业 (福特,大众,捷豹,路虎,林肯,标致等等)
生产
医药
金融服务行业

Percepta China（百塔中国）期待您的加入！

www.percepta.com