Using multi lingual skills (SPANISH/FRENCH/ITALIAN AND ENGLISH)
You are responsible for coordinating multiple departments and clients/customers and drivers, to reduce downtime on breakdowns and repairs of Volvo trucks Europe, working in a busy office environment, dealing with incoming customer vehicle breakdowns across Europe.
IT/PC skills are essential, good concise instructional ability and organisational skills needed.
Shift patterns of morning and evening Monday to Friday, with occasional Saturdays at request available.
Applicants MUST be able to speak, read & write either fluent English & French, or English & Spanish, or English & Italian
Hours of work:
The office is open between 06:00 - 23:00, whilst training you would work standard 9-5 office hours, but once training is complete you would be required to work a rotating shift pattern of mornings and evenings.
Job mission is to:
You ensure the communication and activities in an efficient way between all parties involved in a breakdown: customer, driver, home dealer, repairing dealer and regional market/sales companies. You also coordinate any payments during the breakdown and parts cases.
You manage breakdown cases to secure maximum uptime and keep customer and dealers informed about their case;
You receive and accurately log customer requests within designated systems;
You look for and negotiate solutions to resolve cases and if necessary escalate to the appropriate person;
You organize the payment conditions in relation to the breakdown case;
Establish if any contractual commitments exist relative to all vehicle breakdowns;
Handling the full breakdown process in the required languages for all products supported within the department and according to the procedures;
Collect all necessary data regarding the breakdown;
Arrange the payment;
Contact the repairing dealer and find a solution acceptable for the customer;
Inform on time all involved parties on the progress of the repair and costs;
Communicates in a professional way with all parties involved and informs on the next step;
Log all information, each action and conversation in a concise manner in the case;
Take over cases at the beginning of a shift;
Know where to find information on these topics;
Answer questions of customers and dealers regarding these topics;
Refer to correct person or department (FMR, warranty department, market;
Preferred Experience for the Role
Required speak the necessary languages;
Basic skills in MS Office applications;
Customer-oriented with good communication skills;
Willing to work in a shift system;
Previous experience in a customer service role;
Suitable applicants will need to pass a 30 minute verbal telephone interview in the chosen language, followed by a face-2-face interview before being selected.