Czech-speaking Customer Relations Centre Agent

Job Description

Ford Central and Eastern European Sales LLC is looking for a CRC Agent for the Czech Market in our Budapest XIII. Váci Greens office.

The CRC team in Budapest serves Ford customers by providing assistance in aftersales-related cases in 5 markets: Hungary, Czech Republic, Greece, Romania and Poland.

The Agent serves as the primary contact point for customers seeking assistance or information related to their Ford experience. As a representative of Ford, the Agent is responsible for addressing and resolving customer inquiries, analyzing the context of each situation, and striving to satisfy customers promptly. The role involves continuously improving quality standards to achieve expected outcomes and customer satisfaction while adhering to Ford processes and collaborating with Subject Matter Experts (SMEs) when necessary.

Responsibilities

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.
  
  
  

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.
  
  
  

Authorities:

• Full delegation in activities related to achieving personal and team objectives and deadlines.
• Monitor and control the effectiveness of individual results and actions.
  
  
  

Required knowledge and skills:

• 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.
• Previous experience in Customer Management is a plus.
• Native speaker or very advanced of Czech and proficiency in English (written and spoken) is mandatory.
  
  
  

What we offer:

• Being part of a fully supportive, collaborative, and dynamic team
• Working in an environmentally friendly and well-equipped office in the XIII. district of Budapest
• Hybrid working model - 4 office days required
• Cafeteria – Benefits package, annual bonus etc.
• As you will join a car sales company you can use your discount for new and used car purchase, and you can have the chance to try even the most recent models during test driving days.
  
  
  

Please note that we currently run background checks as part of our recruitment process pending a successful interview.