Warranty Assistant - Dutch market

Overview

Responsible for providing Warranty assistance and approval support to the Dealer network. Investigate the Dealer’s request for support, carry out research as required using own databases, own experience and escalate as required in order to provide the Dealer with the information to resolve the request.

 

Responsibilities include:

 

  • Handles contacts via telephone and electronic communications
  • Fully investigates the request using own systems, protocol and procedures
  • Escalates requests that cannot be resolved to other team members, team leaders located both in the UK and French BD
  • Follows up all requests to resolution in agreed service levels
  • Delivers service excellence by efficiently problem-solving and reacting in a professional, polite and clear manner at all times
  • Accurately logs all Dealer contacts and follows up on cases using own database systems
  • Where necessary liaises with business partners internally and externally to develop case resolutions and action plans
  • Attends team and other meetings for review of issues, assignments, regular discussion
  • Performs other related duties, as assigned

 

 

 

 

 

Minimum Skills

 

  • Fluent Dutch and fluent English
  • Automotive knowledge and experience preferred, gained either in a dealership, or supplier business
  • Previous experience of handling warranty claims preferred
  • Excellent interpersonal skills, able to build constructive & effective relationships, using appropriate rapport, diplomacy and tact.
  • Ability to resolve queries to a high level remotely by telephone / email
  • Good computer literacy - competent in the main Microsoft Office packages
  • Able to write clearly and succinctly in a variety of communication settings and styles
  • Time Management Skills, able to use time effectively and efficiently
  • Customer Focus, dedicated to meeting the expectations and requirements of internal & external customers
  • Full valid vehicle driving licence