Polish-speaking Customer Relations Center Agent
Employer · Ford Magyarország
Contact centre agentEnquiry clerkFlexibleFull-timeBudapest District XIII, Váci Greens
The CRC team in Budapest serves Ford customers by providing assistance in aftersales-related cases in 5 markets: Hungary, Czech Republic, Greece, Romania and Poland. The Agent serves as the primary contact point for customers seeking assistance or information related to their Ford experience.
Tasks
- 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.
- Develop feasible solutions to meet customer expectations and align with global and internal KPIs and metrics.
- Collaborating with SMEs 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.
Conditions & benefits
Supportive teamBeing part of a fully supportive, collaborative, and dynamic teamModern officeWorking in an environmentally friendly and well-equipped office in the XIII. district of BudapestHybrid workHybrid working model - 4 office days requiredCafeteria and bonusCafeteria -- Benefits package, annual bonus etc.Car discountsDiscount for new and used car purchase, and chance to try recent models during test driving days.
Requirements
- 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.
- Bachelor's Degree or equivalent work experience.
- Previous experience in Customer Management is a plus.
- Native speaker or very advanced of Polish and proficiency in English (written and spoken) is mandatory.