About the role
The main purpose of the role is to ensure efficient communication and activities between all parties involved in a breakdown. The parties involved are the customer, driver, home dealer, repairing dealer and market.
Reporting: This position reports to Customer Support Manager.
Job Objectives:
To handle the full breakdown process in the required languages for all products supported within the department and according to the procedures.
To assure a proactive follow-up on open cases via the monitor info Standards and take over cases at the beginning of a shift.
To secure the financial arrangements related to a breakdown according to warranty, soft products and financial routines, answer questions of customers and dealers regarding these topics.
To escalate cases according to the escalation process.
To use the acquired technical understanding to communicate with all parties in a correct and clear way.
To participate actively in continuous improvement activities.
To develop and maintain a proactive working relationship with all employees and customers of all Volvo Group companies.
To take an active participation within the departmental team meetings (daily, monthly and Info sessions).
To be responsible for understanding the operational, strategies, objectives and KPI's for the VAS breakdown operation.
About the company
Volvo Group is a global leading industrial company that is harnessing automated driving, electromobility and connectivity to drive the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.
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