Customer Care Representative 2 - Percepta - Korean Bilingual

JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE (KOREAN CRC)

Position Summary

A Customer Service Representative – Customer Relations Centre (CRC) is employed to perform a

defined range of skilled operations. These are normally performed with discretion and judgement by

making use of known procedures and processes. The Customer Service Representative is an advocate

of the brand, effectively providing a service to the customer and dealer networks. There are two

fundamental elements to this role:

1. Customer Service Representative - Inbound and Case Management is responsible for receiving basic

inbound queries and the management of cases for customers through to resolution. Work is carried

out within the client agreed guidelines. Customer Service Representatives are expected to provide

high quality customer care and to strive for excellent customer service and resolution of customers’

enquiry upon first contact to ensure customers experience high satisfaction with the company through

their contact with the CRC.

2. Customer Service Representative – Outbound is responsible for undertaking marketing programs on

behalf of the Client to assist in their development of strategic business plans. Marketing campaigns

include Owner Dialogue (Welcome and Anniversary calls), Hot Leads, Test Drive Direct Response and

SAP Administration.

Duties and Responsibilities

• Provide quality customer service;

• Provide multiple specialised services to customers for a range of products or services, difficult

complaint and fault inquiries, deployment of services and staff;

• Respond to inbound customer contact;

• Conduct outbound customer contact;

• Manage customer relationships;

• Assist in providing solutions to customers and staff over the phone or by correspondence;

• Negotiate with customers on major faults and their resolution;

• Resolve complex customer complaints; and

• Process complex accounts and service requirements.

• Explore customer concerns relating to vehicle, service or product, by contacting various resources

and providing recommendations to reach case resolution

• Investigate and recommend levels of financial assistance for customer claims

• Communicate resolution/information to customers in a confident and knowledgeable manner

• Assist in handling of executive referrals

• Data capture of customer and potential customer information

• Fulfilment of brochure requests

• Test drive bookings through the dealer network

• Conduct a telemarketing campaign;

• Use common call centre telephone and computer technology;

• Enter and retrieve data;

• Respond using written communication;• Work in a customer contact centre environment;

• Manage work priorities and professional development;

• Provide a greater amount of leadership to less experienced employees;

• Work in a team;

• Assist in special projects and participate in any other duties as requested by Percepta or Ford;

• Adheres to the Percepta global values;

• Follow occupational health & safety policy and procedures.

Previous Experience

•

Required to speak at least some English and fluent Korean (as native speaker);

•

Excellent customer handling skills with a thorough understanding of 'world class' customer service

and a desire to exceed customer expectations;

•

An ability to work on own initiative and prioritise workload without supervision;

•

Good problem solving skills;

•

Good computer skills - familiar with the use of a PC, accurate keyboard skills, proficiency in Microsoft

applications such as Office. Ability to learn new applications;

•

Some familiarity and understanding of databases i.e. adding information, updating information is

desirable;

•

Satisfactory product knowledge and basic technical knowledge preferable but not essential;

•

Quality Management and Continuous Improvement knowledge and mindset preferable;

•

A clear understanding of the differences between a call center and customer service mindset;

•

Driving License beneficial to understand the nature of vehicles;

•

Understanding of or previous experience in the automotive industry advantageous.

Skills & Competencies

• A strong desire to resolve customer concerns

• An appreciation and understanding of the role the company plays in the marketplace

• Maintain a positive, professional and pro-active attitude towards customer enquiries

• Provide clear, professional and accurate written responses to customers when requested, using

standard letters where appropriate and email

• Deliver quality performance

• Ability to relate to and deliver Percepta mission and values

• Advanced organisational skills

• Ability to seek advice or escalate issues when necessary

• Advanced concern resolution skills

• Excellent verbal and written communication skills, able to identify, confirm and action customer

requirements

• Ability to confidently interact with customers in an outbound environment

• Strong problem solving ability

• Ability to build rapport and engage with stakeholdersEducation

• Completed a High School Certificate;

• Desirable - Has either completed a tertiary qualification or equivalent in a consumer/customer contact

field.

• general administrative experience;

• experience working within a customer service environment either face to face or over the phone;

• Preferably has had at least 1 year of work experience in outbound/inbound Customer Service in a call

centre environment;

• Proven experience in managing multiple tasks, often with conflicting priorities;

• Communicates both verbally and in written correspondence to an above average standard;