Ford Pro Concierge

​This position is x2 Location: Stratford London/Dunton Tuesday onsite in Stratford plus additional as required in Stratford or Dunton.

Position Description:

Key responsibilities include:

• Evaluating customer order and service details

• Act as an advocate and knowledgeable expert for any customer needs

• Providing customers with accurate and timely updates via phone and email

• Maintaining clear and accurate records of customer engagement, questions, and inquiries

• Maintain and publish customer status updates across various reporting channels.

• Engage internal teams and Dealers to ensure all milestones through the journey are properly captured and communicated internally and to the customer.

• Making efficient decisions to ensure successful delivery and excellent customer experience.

• Partnering with the customer to provide excellent service on scheduled and ad hoc basis during every interaction.

• Strong knowledgeable in both vehicle delivery, Ford Pro Intelligence and Charging products and services

• Own and oversee all customer needs through this journey by effective and efficient triage, needs assessment and handling

• Provide demo and training on Ford Pro Intelligence and Charging Software

• Coordinating installation for chargers and other hardware services on behalf of the customer and partners

• Advocate and dedicated resource to ensure customer has well-manicured and tailored experience

Skills Required:

• Post-secondary education (required)

• Fluent in English (verbal and written) Fluent in German (verbal and written)

• High emotional intelligence in both professional and social settings with ability to establish and maintain

• Creativity and critical thinking skills influential relationships across the organization and with customers

• Excellent communication, listening and interpersonal skills

• Ability to navigate political arenas with ease as well as persuade, influence, and sell change effectively while projecting a professional image

• Adaptability and flexibility

• Accountability and execution oriented Curious/challenges the status quo

• Self-confidence and the ability to work independently

• Excellent time management Proficient user of MS Suite, including Excel

Skills Preferred:

• Experience using Salesforce, preferred

Experience Required:

• Customer Service or Customer Success experience (required, minimum 4 years)

Education Required:

• Post-secondary education (required) Bachelors degree