Esta es una vacante externa, deberás completar el proceso en el sitio de la empresa.
Descripción
GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.
From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at www.gpstrategies.com.
Job Summary
The Customer Care Quality Specialist plays a crucial role in ensuring customer service excellence within Volvo and its dealers. This role involves effective communication with customer advocates and cross-functional collaboration to continuously improve customer satisfaction. In addition, it includes analyzing processes, administering satisfaction surveys, and developing action plans to optimize the customer experience and ensure efficient flow across all touch points.
Requirements:
Previous experience in customer service and quality management, in-depth knowledge of dealership processes and data analysis, advanced communication skills and ability to work in a team, Results oriented and analytical skills.
Main Activities:
Communicate regularly with customer champions and build partnerships cross-functionally across Volvo and across dealerships.
Understanding of dealer processes and applying this towards analysis and recommendations.
Administration of satisfaction surveys.
Collect and analyse data related to customer satisfaction to identify trends, areas for improvement, and growth opportunities.
Develop and monitor action plans for customer satisfaction improvement by retailer, look for opportunities to continuously improve.
Create a structured and efficient process for customer service, from the first interaction to problem resolution, ensuring a consistent and quality experience.
Assure proper flow to satisfy customers requirements in every point of contact.
Design and provide training and development programs for customer service staff to improve their skills and ensure exceptional service.
Direct and schedule the activates of all department associates.
Maintain customer satisfaction index rating.
Key Skills:
Knowledge of dealership operation related to customer satisfaction.
Strong presentation, facilitation, persuasion, and motivational skills.
Capability to work independently as well as part of a team, fostering a collaborative environment.
High personal level of ethics.
Strong PC skills to perform daily work (i.e. Office products, computer hardware, additional software)
Strong problem-solving abilities and an initiative-taking approach to issue resolution.
Effectively plan, coordinate, and document daily scheduling of retailer visits, investigations, and activities.
Push for continuous improvement & search for new and innovative solutions.
Customer Focus: Dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Written Communications: Can write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature! Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.
GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.
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