上海招聘

Preferred previous experience

call center operation

Area of professional exposure (technical skills)

Interpersonal Communication and Presentation Skills, Cross functional coordination

Functional skills

Familiar with call center operation process. Experience in working with CRC Agencies is highly desired.

Strong leadership capability and communication skills

Job specific skills

Knowledge of CRC operation and automotive retail business

Job Description & Qualifications

1.Work with Agency to establish and optimize Customer Relationship Center Organization.

2. Establish and optimize CRC operation processes e.g. customer inquiry, test drive appointment, service appointment, roadside assistance, customer complaints handling and ensure the execution.

3. Lead the CRC operation based on the Lincoln brand vision, values principle and behaviors.

4. Monitor and evaluate the CRC operation for further improvement.

5. Work with agency to develop and deliver trainings for CRC and Dealer CRC to enhance the Lincoln Experience.

6. Work with CRC to handle customer complaints.

7. Develop Good Will process and manage the approval process to support the customer complaint handling.

8. Develop customer care activities to support marketing, sales and service campaigns.

9. Collect the customer voice and feedback to dealers and Lincoln China functional teams for further improvement.

10. Develop Customer Relationship Management strategies & modules, including Direct Loyalty & Direct Prospecting programs to establish and continuously strengthen a trusted customer relationship.

公司宗旨
打造更美好的世界，让每个人自由移动，追逐梦想
OUR PURPOSE
To help build a better world, where every person is free to move and pursue their dreams.


福特汽车公司作为全球汽车企业之一，提供包括设计、制造、销售高品质的轿车、SUV、卡车、电动车型、林肯品牌豪华车型及相关售后服务，并以先锋创新的品牌精神与Ford+发展计划为指导，建立全时全方位的新型客户关系，重振汽车业务，引领电气化革命，全面推进企业现代化，利用智能网联软件、数据和服务，不断提升客户体验。

今年正值福特汽车公司成立118周年之际，福特秉持“打造更美好的世界，让每个人自由出行，追逐现梦想”的宗旨，到2025年底在电气化业务方面全球投入300亿美金，ALL-IN电气化，并已成立全新电池创新中心Ford Ion Park，投资研发固态电池。面向L4级别自动驾驶，福特第四代自动驾驶测试车已上路，Blue Oval智能科技平台，携手苹果、亚马逊和百度等，打造更智能的生态系统。在Ford+发展计划的指引下，福特汽车正在驶入新的发展之路。