Manager of Service Operations at Mindray North America, leading customer - focused service processes. Overseeing service workflows and team performance within a healthcare technology environment.
About the role
- Field Force Consultant in Philippines for CarBravo operations, providing dealer support and engaging with US clients. Driving program compliance and enhancing customer satisfaction through proactive communication.
Responsibilities
- Develop CarBravo Process Acumen and Knowledge: Socialize and serve as Subject Matter Expert (“SME”) with comprehensive understanding of the features, values, and benefits of, and enrollment in current CarBravo Program product offerings.
- Enhance Dealer engagement and satisfaction through proactive outreach and support with Dealers to inform them about new, relevant programs, updates, and promotions.
- Responding in a timely manner to Dealer inquiries and providing timely access to information on program details, resources, process assistance, and troubleshooting
- Improving Program adoption and compliance by addressing Dealer concerns promptly, assisting Dealers with resolving issues related to the Program, including inventory management, compliance, pricing strategies, and warranty concerns
- Streamlining communication between Program management and Dealers
- Maintaining a high level of satisfaction with Dealers through consistent, reliable, and professional support
- Help maximize Dealer Pre-Owned operations including throughput, sales, retention, sales and service profitability, and customer loyalty.
- Proactive outreach to ensure Dealers are aware of available resources, compliance requirements, and upcoming deadlines.
- Reputation Management: Advise Dealer on recommended actions to improve online reputation.
- Call Tracking and Analytics: Advise Dealer on tracking analytics for better insights to reduce Call Fail Rate (“CFR”).
- Optimize Inventory: Advise Dealer relative to the appropriate quality and quantity of vehicles to be Certified for the Dealer’s market.
- Script/FAQ Development, Maintenance, and Customer Approval: Develop scripts and frequently asked questions for Customer ensuring Customer input and approval prior to using the scripts/FAQs in the CBCC. Maintain such scripts/FAQs ensuring that the information is fresh and accurate including getting Customer approval for any material changes to them.
Requirements
- 1-3 Yrs experience in related role or industry e.g. Customer Service, Business relation Ship management
- L1/L2 Issue resolution, Customer Analytics
- Degree in Business, Marketing or Equivalent Experience
- Strong communications and negotiation skills
- Ability to build and maintain relationships
- Ability to be a trusted resource for Dealership clients
- Ability to interpret and explain data and solve complex problems
- Experience with U.S. based clients is preferred (CarBravo a mainly US platform)
- Affinity with technology and/or familiarity with analytics tools and techniques
Benefits
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
TS
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