The above person to be designated Technical Advisor has following responsibilities:
- Managing and responding to escalated customer cases.
- Handling customer’s technical complaints re-directed by OCC Customer care advisors.
- To interpret customer concerns for the auto mechanic, so that the mechanic can diagnose and
repair problems correctly
- Re-cataloguing customers concerns and comments in the CRM if required based on technical
expertise.
- Translate customers repair problems into standard repair terminology.
- Responsible for managing customer interactions within defined SLA’s with OCC.
- Provide customers with in-depth information about available aftermarket and OEM (original
equipment manufacturer) part options
- Be aware of and track “comebacks” and make sure the problem is corrected to the customer and
dealership’s satisfaction
- Advise customers about warranty protections / potential cost savings
- Take...