10 September 2019
Customer Service Representative (w/ knowledge in basic car troubleshooting)

Overview:

Beepo is a fast-growing BPO in Clark, Pampanga with an Employee Satisfaction rate of over 96%.
 
You will need great English communication skills, both written and verbal. You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your skills and innovative thinking to this role. This is an opportunity to grow your career quickly.
 
 
Duties and Responsibilities:
  • Get further information via phone and email for claims and provide reports of information.
  • Responsible for the communication with owners about breakdown or accident related matters to ensure they are suitably informed of repair process, and that their issues are managed with a customer service focus and in accordance with company policies and procedures.
  • Liaise with suppliers and staff to ensure vehicle repairs are undertaken efficiently and within quoted costs and technical guidelines.
  • Provide assistance to the department for escalation of conflict resolution
  • Assists with prioritisation of clients repair tracking and follow up
  • Assist clients  and other departments with any vehicle related questions
  • Find repair solutions balancing considerations for owner experience and business expense/budget
  • Negotiate best possible outcomes for client satisfaction and resolve conflicts, and escalate as and when required
  • Assist with  tracking to ensure owners are kept informed of solutions and repair progress
  • Provide technical and logistical solutions to branches to ensure vehicle downtime is minimised
  • Ensure correct technical information is being recorded in the company database
  • Ensure all repair costs, cost tracking and authorization levels are within company policy
  • Minimise vehicle repair time by ensuring:
    • ○ All suppliers are repairing vehicles in agreed time frames.
    • ○ Preferred suppliers comply with agreed performance standards
    • ○ Ensure repairs are being carried out obeying to standard repair practices
    • ○ Ensure all warranty work is suitably covered under warranty provisions, and that failures outside of warranty receive fair levels of contribution
    • ○ Report all service level anomalies and deficiencies
    • ○ Deal with all aspects of warranty claims
Qualifications and Experience:
  • Mechanical trade qualification or similar
  • Diploma or certificate level qualification in business or tourism
  • At least 1 to 2 years of guest services or customer service experience
  • Intermediate computer skills
  • Experience in handling customer expectations and conflict
  • Supplier management
  • Negotiation and conflict resolution skills
  • Excellent communication skills
  • Excellent interpersonal skills and an empathetic communication style
  • Good time management and the ability to prioritise tasks and remain calm under pressure
  • Ability to escalate issues
  • Some automotive understanding or mechanical aptitude is an advantage
  • Must be willing to work in Clark, Pampanga