Customer Relations

Evere, Belgium (België) Temps plein

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General :

Customer Relations is reporting the Head of Aftersales, and is responsible for the coordination and management of the KMB Customer Relations functions. This for all departments (aftersales , sales, product).

Customer Relations makes sure that all customer inquiries or complaints are registered, delegated, coordinated , solved and/or responded within a minimal amount of time. This in cooperation with the Kia Contact Center, the Kia dealer network and the KMB internal departments.

Responsibilities and tasks :

- Daily Handling of customer contacts :

o CR will monitor and follow the daily handling of customer inquiries by the contact center, and make sure every case is handled (phone and email).

o Provide assistance and guidance to the call agents where needed.

o Handle complex cases in 2nd line, directly with dealers and internal departments

o Coordinate the handling of all cases with legal implication (experts, lawyers)

o Receive customers directly when they present themselves at KMB reception

- Replacement cars

o Approve the extention request of Kia Assistance rental cars

o Manage the fleet of 2 KMB courtesy vehicles

o Decide on external renting of courtesy vehicles for particular cases

o Monitor , report and administer these 3 types of replacement cars.

- CR Management:

o Analyse and monitor the monthly reporting provided by the Contact Center

o Manage the procedures and processes used as guidance by the Contact Center

o Strive for continuous improvements in the service provided by the Contact Center

o Hold weekly internal meetings with technical team on open customer cases / courtcases

Profile :

- Minimum Bachelor degree

- Experience in similar function , but not necessarily in automotive.

- Representative and very customer minded

- Able to coordinate and manage an external team

- Hands-on and autonomous nature and attitude

- Challenge existing programs and processes

- Fluent in languages French, Dutch and English, with excellent writing skills in French and Dutch

- Willing to learn CR –specific systems (Siebel)

Offer :

- A fast growing and ambitious international company

- A challenge to a very interesting and varied role, highly autonomous and with real responsibilities

- An attractive salary package, pension plan, health insurance…

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