You provide comprehensive operational support to customers and partners by handling inquiries, troubleshooting issues, and managing service orders, all while ensuring accurate records and enhancing customer satisfaction.
Deine Aufgaben
- •Provide operational support via phone, chat, and email.
- •Assist customers with service operations questions.
- •Perform initial troubleshooting and direct inquiries appropriately.
- •Update customer records to maintain accuracy.
- •Start and schedule service orders as needed.
- •Assist with system requests and inquiries.
- •Help customers with monitoring equipment and procedures.
- •Manage client portfolio performance and report deviations.
- •Organize deployment of new or enhanced offers.
- •Support equipment delivery and removal through various channels.
- •Track service orders for quality and efficiency.
- •Confirm customer and vehicle information.
- •Capture service details and update customer files.
- •Collaborate with operations on escalation logs.
- •Assist in negotiating and collecting customer debts.
- •Address billing and invoice disputes effectively.
- •Record decisions and updates in customer files.
- •Manage contracts and vendor payments.
- •Enhance customer loyalty by proposing solutions.
- •Support field operations during service delivery.
- •Review dealer metrics weekly for performance.
- •Train on operational procedures and provide coaching.
- •Resolve requests according to contract guidelines.
- •Provide remote support for telematics and integrations.
- •Offer support to international regions.
- •Propose new processes to add customer value.
- •Configure systems for optimal customer use.
- •Deliver personalized service for key accounts.
- •Resolve inquiries and provide decisions on contract matters.
Original Beschreibung
# Backoffice Autoglas Agent
**EUROMASTER MANNHEIM** | **Full time**
Backoffice Autoglas Agent
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KEY ACTIVITIES:
**Customer Service\_Level 1** : **Re******mote** Support to Customers and Service Providers (Claim management included):**
• Provide operational support to the customer or service provider technician through different channels (phone, chat, email, etc.).
• Assist the Dealer/Customer/Partner/provider with any aspect of services operations question: problems, training, compliance, escalations, etc
• Perform the first triage (troubleshoot technical issues or inquiries) and steer the Dealer/Customer/ Partner/Provider to the right department/individual based on the facts shared by them.
• Update and enter information to keep the customer’s records up to date.
• Start and schedule a Service Order according to the scheduling process.
• Assist with system requests.
• Assist and helps on customers questions regarding the usage of monitoring equipment, tools, offers and/or operational procedures
• Steer and manage the performance of your “client” portfolio and alert when there is deviation (from the plan/objective)
Scheduling:
• Organize deployment of enhancements to existing offers or new offers with the Dealer/Customer/Partner/provider
• Support the delivery or removal of equipment via multi-channel assistance (voice, chat and e-mail, etc), following the scheduling process.
Track the Service Orders ensuring that the scheduling process is carried out with quality and efficiency.
• Confirm customer and vehicle data.
• Capture and record the service provided and customer data to keep the customer's files up to date.
• Work with Dealer’s Operations Team on previous month’s escalation log to adjust exceptions to accepted/decline calls
Billing Service:
• Assist with negotiations and collection of customer debt according to the customer agreement.
• Provide help and answer questions on billing and invoice disputes (divergent values, payment schedule, duplicate payment, equipment issues, transfer of ownership, among others.)
• Update and record the information/decision in the customer's file.
• Manage the contracts, pay vendors and hold them accountable
**Customer Service\_Level 2: must master activities of level 1 before**
• Increase loyalty and retain customer by proposing alternative solutions
• Provide on-going support to Field Operations during the pre & post equipment service delivery.
• Review Dealer’s Acceptance % and Service Time metrics weekly
• Train on basic functionalities and/or Operational procedures and provide ongoing coaching on offers (new and current)
• Resolve request and provide a direction/decision according the guidelines of the contract (empowerment)
**Customer Service\_Level 3: must master and understand the activities of level 1&2 before**
• Perform remote customer support for our solutions (ex: Telematics, OTR, customer integrations, etc).
• Provide support to other countries/regions.
• Propose new operating process/offers that increase value to both customer and the company
• Set up and configure the system for a better use by the customer.
• Carry out personalized customer service for large accounts (Key Accounts)
• Resolve request or other inquiries and provide a direction/decision to the concerned party on matter that could be in or outside of the contract agreement (empowerment)