Description
We are looking for a Romanian-speaking Customer Relations Centre Agent to join our team in Budapest. As a Customer Relations Centre Agent, you will be the primary contact point for customers seeking assistance or information related to their Ford experience. Your role will involve addressing and resolving customer inquiries, analysing the context of each situation, and striving to satisfy customers promptly.
Your main duties will include managing customer requests across various channels and platforms, investigating and understanding the root causes of customer inquiries, documenting all customer interactions to track activities effectively, inputting data into Ford systems as required, developing feasible solutions to meet customer expectations and align with global and internal KPIs and metrics, collaborating with Subject Matter Experts to ensure accurate and comprehensive responses to complex inquiries, following established Ford processes to maintain consistency and quality in service delivery, participating in meetings to provide personal results and feedback, contributing to team achievements and targets, enhancing process workflow efficiency and quality, preparing, updating, and archiving necessary documents, templates, and records.
To be successful in this role, you will need to deliver exceptional customer support as outlined in the project guidelines, utilise Ford business knowledge methodology and guidelines to provide high-quality service, implement corrective and preventive actions to meet project objectives, clearly document, communicate, and share best practices with teams to improve customer handling.
You will have full delegation in activities related to achieving personal and team objectives and deadlines, monitor and control the effectiveness of individual results and actions.
We require proficiency in MS Office365, including PowerPoint and Excel, basic knowledge of the automotive industry, encompassing sales and aftersales processes, advanced understanding of consumer protection legislation, good knowledge of automotive warranty systems and rules, strong interpersonal skills with a focus on negotiation and persuasion, excellent communication skills across various channels, encompassing both verbal and non-verbal communication, ability to resolve conflicts and mediate to foster teamwork, strong problem-solving skills with logical thinking and decision-making abilities, adaptability to time pressure and changing priorities, resilience, pragmatism, discipline, and punctuality, flexibility and proactivity, capable of handling multiple tasks and planning for contingencies, ability to interact at the Ford Executive level, communicate effectively, and work well in multidisciplinary and multicultural teams.
You should have a Bachelor’s Degree or equivalent work experience, previous experience in Customer Management is a plus, native speaker or very advanced of Romanian, and proficiency in English (written and spoken) is mandatory.