Ford Pro Concierge

Location East London
Discipline: General Engineering
Job type: Contract
Salary: £17.93ph (inside IR35) umbrella (after 13 weeks the rate will increase to £28.03 in line with AWR)
Contact name: Chris Coote-Stubbins

Contact email:
Contact phone: 01245403560
Job ref: 55661
Published: about 1 month ago
Duration: 12 Months
Expiry date: 20 Sep 2023 23:59
Startdate: ASAP

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