_The CRC team in Budapest serves Ford customers by_ **_providing assistance in aftersales-related cases in 5 markets: Czech Republic, Greece, Hungary, Poland and Romania._** _Customers call with a wide range of questions - info on the nearest dealership, service intervals, mechanical issues, parts supply, what oil to use, questions regarding the Ford Pass application, cross border cases (especially in the holiday period) and anything else you can think of. We have a team of subject matter experts who support the CRC agents in the area of parts, customer loyalty program, training, quality, knowledge base and Ford Pass who work across all 5 markets with the CRC teams._ Grade: GSR6 Location: Váci Greens 1. Main duties include: + 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. 2. Main responsibilities + Deliver exceptional customer support as outlined in the project guidelines. + Utilize Ford business knowledge methodology and guidelines to provide high-quality service. + Implement corrective and preventive actions to meet project objectives. + Clearly document, communicate, and share best practices with teams to improve customer handling. 3. Authorities: + Full delegation in activities related to achieving personal and team objectives and deadlines. + Monitor and control the effectiveness of individual results and actions + 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. Empathy is a plus. **Qualifications:** + Bachelor’s Degree or equivalent work experience **Experience:** + Previous experience in Customer Management is a plus **Languages** + **Native speaker of Polish** and **proficiency in English** (written and spoken) is mandatory. **Requisition ID** : 44430