Ensure a positive customer experience from the reception to the delivery of the unit.
Role Summary
- Ensure a positive customer experience from the reception to the delivery of the unit.
- Perform timely follow-up on requested services. Clearly communicate the status and
- progress of the service.
- Manage documents related to the service order.
- Comply with customer service and quality policies and procedures.
- Detect opportunities for improvement or additional service sales.
- Capture and update data in the corresponding systems.
- Support the management of complaints and claims, seeking effective solutions.
Job Responsibilities
- Reception of units in the workshop.
- Opening and closing of service orders in the system.
- Constant communication with the client regarding the status of
- the unit.
Coordination with the technical team for work
- scheduling. Review of service history and active policies.
- Validation and authorization of budgets with the client.
- Ensure that the unit is clean and ready for delivery.
- Register complaints or disagreements and channel them
- appropriately. Preparation of basic follow-up or satisfaction reports.
- Follow-up on scheduled appointments and ensuring punctuality.
- Support in the recovery of overdue portfolio associated with services.
- Proposal of complementary services (preventive maintenance, extended warranties, etc.).