Position Title: Uptime Coordinator
The main purpose to ensure efficient communication and activities between all parties involved in a breakdown. The parties involved are the customer, driver, home dealer, repairing dealer and market.
Reporting: This role will report to the Operations Delivery Manager
Job Objectives
The main purpose to ensure efficient communication and activities between all parties involved in a breakdown. The parties involved are the customer, driver, home dealer, repairing dealer and market.
Reporting: This role will report to the Operations Delivery Manager
Job Objectives
- To handle the full breakdown process in the required languages for all products supported within the department and according to the procedures.
- To assure a proactive follow-up on open cases via the monitor info Standards and take over cases at the beginning of a shift.
- To secure the financial arrangements related to a breakdown according to warranty, soft products and financial routines, answer questions of customers and dealers regarding these topics.
- To escalate cases according to the escalation process.
- To use the acquired technical understanding to communicate with all parties in a correct and clear way.
- To participate actively in continuous improvement activities
- To develop and maintain a proactive working relationship with all employees and customers of all Volvo Group companies.
- To take an active participation within the departmental team meetings (daily, monthly and Info sessions).
- To recognise the need to support the Organisations Strategic objectives through the companies PBP (Personal Business Plan).
- To be responsible for understanding the operational, strategies, objectives and KPI’s for the Uptime Solutions breakdown operation.
Education & Job Experience
- Matric with Maths and Science
- Frontline Course
- 1-2 years plus Fleet Controller Experience or servicer advisor experience
- Commercial Vehicle experience
- Customer and Personal Service
- Clerical
Job Knowledge & Skills
- Computer literate, MS Office (Word, Excel, PowerPoint)
- Good command of English language
- Strong organizational and time management skills
- Team player
- Service orientation
- Critical Thinking
Key Competencies
- Previous experience in a Customer Service or fleet controller role
- The ability to work on your own Initiative
- Excellent verbal and written communication skills
- A willingness to acknowledge and work with Volvo’s corporate values as defined in the ‘Volvo Way’
- A proven ability to solve problems
- Team player with an ability to communicate with people at all levels across the business
Volvo Group Southern Africa (Pty) Ltd is an affirmative action, equal employment opportunity employer.