02 July 2019
Customer Service Representative with automotive background (Day shift)

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 marketing skills and innovative thinking to this role.
This is an opportunity to grow your career quickly.

Duties and Responsibilities:

● Is responsible for the communication with guests about breakdown or accident
related matters to ensure they are suitably informed of repair process, and tha
their issues are managed with a guest service focus and in accordance with
company policies and procedures.
● Liaises with suppliers and Apollo staff to ensure vehicle repairs are undertaken
efficiently and within quoted costs and technical guidelines. This includes
scheduled maintenance, reactive maintenance and accident repairs.
● Provides assistance to the department for escalation of conflict resolution.
● Coordinates vehicle registration activity.
● Assists with prioritisation of guest incident tracking and follow up.
● Assist guests and other departments with any vehicle related problems
● Find repair solutions balancing considerations for guest experience and business
expense/budget
● Negotiate best possible outcomes for guest satisfaction and resolve conflicts,
and escalate as and when required
● Assist with incident tracking to ensure guests 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 procedural protocols are adhered to in relation to the servicing and
repairing of vehicles
● 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
● from the OEM’s,
● Undertake cost recovery activities for all substandard repairs carried out on the
Fleet
● Report all service level anomalies and deficiencies.

Qualifications and Experience:

● Mechanical trade qualification or similar
● Diploma or certificate level qualification in business or tourism
● Guest services and call center experience
● Handling guest expectations and conflict
● Supplier management
● Excellent interpersonal skill and an empathetic communication style
● Negotiation and conflict resolution skills
● Good time management and the ability to prioritise tasks and remain calm under
pressure
● Intermediate computer skills
● Must have the ability to work flexible hours, including over weekends and Public
Holidays if required
● Some automotive understanding or mechanical aptitude
● Willing to work in a shifting morning schedule (Earliest start time is 5AM)