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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