Important note : This role is a 12-month contract position and kindly apply directly via our job portal Executive, Customer Service (12 months Contract with Agency) | Mercedes-Benz Career Job Search Job Postings as the profile screening will be done here. Only shortlisted candidate(s) will be notified.
The job holder is responsible for:
- To support overall customer service for Mercedes-Benz Finance & Leasing Business
- Attend to customers (salespersons, dealers, suppliers, end-customers) enquiries
- Timely provide high quality service and operation process to meet customers expectation and continuously improve CSI result
- To support contract administration related business processes
Main Accountabilities:
- Timely answer and deal with Customers requirement from different channels: Phone calls, Online text (Line app), E-mail and Ticketing system
- In reference to the following operations which includes but not limited to: Provide quotation for early termination, Out-bound call for mature contract, Handle related work flow and operations in system & Payment checking
- Internal / External communication : Communicate customer needs with relative departments & Cooperate with brand partner and service center to deal with customer complaint
- Handle other customer enquiries including modification of customer & contract information, overpayment refund, leasing car maintenance & insurance, etc.
- Cross function support to Contract Administration related daily operations which includes but not limited to contract activation, modification, and termination, etc.
Education :
- Degree holder, preferably in Finance, Accounting, Business or related discipline
Work / Industry Experience :
- Minimum 3 years of working experience
- Minimum 2 years experience for customer service center and operation in finance / banking industry
Technical knowledge :
- Good knowledge in MS Office software like Word & Excel
- Good spoken and written English
- Conversant spoken and written Mandarin/Taiwan and local dialects
- Good knowledge of Finance Contract Management ERP (Enterprise Resource Planning)
- Good knowledge of hire purchase terms and processes
- Basic Auto Finance and Leasing Knowledge
Competencies :
- Good communication and interpersonal skills (ability to interact with all levels)
- Problem-solving skillls
- Good sense on customer centric and improving customer satisfaction
- Ability to quickly adapt to new culture and environment and to work with other departments
- Ability to multi-task
- Ability to handle stress
- Ability to work in a team as well as be independent
- Attention to detail
- Ability to meet deadlines
- Tactful
