ABOUT US At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow's transportation. Inbound Call Process: - To attend Customer's inbound calls professionally and to respond / act on Vehicle Breakdowns / Vehicle Health Alerts (VHAs). • To validate Customer Details, Vehicle Details, and its geolocation thru available information. • To answer Customer Queries and Assist customer to take the vehicle to the customer preferred Dealer / Nearest Dealer location with completion of required Appointment process for customer. • To connect with Roadside Assistance (RSA) Service in case Breakdown or Alert which required Onsight Repair (OSR) or Towing of the Vehicle. • If Customer concern is required intervention by Uptime Command Center or by Ford dealer or by RSA, then agent will register the case in Software platform. • Track & update customer on the vehicle OSR or Towing journey till the Vehicle repaired. Outbound Call Process: - The Agent has to Connect with Customer and to guide for necessary Repair requirements basis Vehicle Health Alerts (VHA). • To identify applicable VHA for specific Vehicle and to validate Customer Details, Vehicle Details, and its geolocation thru available information. • Connect with Customer and convey about all applicable VHA in the Vehicle and guide Customer on Repair Process. • To answer Customer Queries and Assist customer to take the vehicle to the customer preferred Dealer / Nearest Dealer location with completion of required Appointment process for customer. • To connect with Roadside Assistance (RSA) Service in case any VHA required Onsight Repair or Towing of the Vehicle. • If Customer concern is required intervention by Uptime Command Center or by Ford dealer or by RSA, then agent will register the case in Software platform. • Track & update customer on the vehicle OSR or Towing journey till the Vehicle repaired. Uptime Support for In-Dealer Vehicle Journey: - Agent will receive New Case Alert in Software Platform once New V363 Model (or other specified Models for FordLiive program) will be reported to Dealer for any kind of Service / Repair Job. - The Agent will monitor & track vehicle repair progress and proactively intervene in cases of delay at any stage to mitigate the root cause of delay & improve the Vehicle Uptime. - The Agent will act on downtime alerts raised by dealers using appropriate escalations to support dealer in reducing the delay in repair & improve the Vehicle Uptime. Customer Case Management: -The Agent to Create case on the Software Platform and to record all details along with Vehicle, Customer & Vehicle Concern in detail and to provide Concern Number details to Customer & Dealer thru Call / SMS / Mail. - Respective Dealer will be able to refer the case in the same software platform accessed by them to initiate necessary actions. - Once Case has been created by Agent or by System, Agent has to manage the case basis Automobile Knowledge on Diagnosis Trouble codes (DTC) or Vehicle health Alerts (VHA). - The Agent has to initiate support to Dealer (for Diagnosis, Parts, Approval etc.) to expedite Vehicle repair & delivery. - The agent must exercise effective communication with Customer & all stakeholders and complete Case Management in coordination with Customer, RSA, Dealer & Ford Cross Functional Teams (CFT) for its closure with Customer Delight. - Take customer feedback for Overall Satisfaction and record the same in the Case.Candidate should have following Qualifications & Skills for meeting the selection criteria: • Diploma / Degree in Mechanical or Automobile engineering. • Minimum 5 years of experience of Automobile - Passenger Car segment as Service Manager or Service Advisor or Customer Care Manager. • Trained on Ford Professional Training Modules (Tech., SA, SvM, DCRCM etc.) will be an added advantage. • Excellent Communication and Customer Handling Skill • Mindset to help Customer / Dealer to improve Vehicle Uptime and get the things done with connecting various Departments and Leaders. • Must be Proficient in spoken written & communication in Vietnamese & English. • Must have basic computer knowledge.\ Type of position: 1 year contract with possibility to extend Working location: Ford Vietnam Limited - Hanoi, VietnamThưởng Fixed 13th month salary and annual incentive bonus Điện thoại Mobile allowance Xe đưa đón Job car for business and family usage