Customer Care Hotline expert

Москва
Полный день

Main responsibilities:

§ Setup and control of Customer Care hotline processes

§ Setup and development of Customer Claim management system

§ Analyze and categorization of customer claims

§ Appointment of customer claims to CC specialists

§ Control and coaching of CC specialists

§ Control of goodwill budget

§ Analysis and monitoring KPIs target performance

§ Finding out of trends in customer claims and ways of resolution

§ To process with high risk claims (potential buy-backs and safety related issues )

§ Cooperation with KMR departments (legal, warranty, parts, technical hot-line) with complicated dealers court cases (risk assessment)

Requirements (skills, knowledge and experience):

§ Higher education in related business fields

§ Experience in customer care (automotive)

§ Experienced in Customer Care team management

§ Strong presentation and communication skills

§ Legal background is advantage

§ English - not less than upper-intermediate