- Manage and resolve escalated Level 3 complaints, ensuring customer satisfaction while balancing commercial considerations.
- Handle customer and dealer communications across all product lines (Automobile, Motorcycle, ATV, Lawn & Garden, Marine, Industrial).
- Proactively gather information from internal departments, dealer networks, and customers to facilitate informed decisions that enhance retention.
- Ensure accurate recording of all enquiries in the customer tracking system for reporting and business improvement purposes.
- Work closely with legal and service quality departments to manage high-level cases and ensure compliance with procedures.
- Identify and address process gaps within the team to enhance the customer experience.
- Manage goodwill budgets and process invoices or purchase orders to ensure timely payment of dealers and suppliers.
- Take ownership of escalated, high-cost dealer cases and ensure all processes are followed for a timely resolution.
- Handle requests related to Data Protection and Subject Action Requests within set timeframes.
- Strong team player with the ability to thrive in a fast-paced environment.
- Customer-centric approach with a natural ability to show empathy.
- Self-motivated and capable of making logical, independent decisions.
- Adaptable and flexible in handling multiple priorities and tight deadlines.
- Excellent interpersonal and communication skills, both verbal and written.
- Strong attention to detail and ability to remain calm in challenging situations.
- Previous experience managing customer complaints.