DESCRIPTION

Position Summary
The Executive Referral Advisor provides a high quality, responsive and consistent service to customers, to earn and retain their loyalty to our client, a globally recognized provider of high-quality automotive products and services.
The role handles communication initiated by the public directly with Ford Executives and Senior Management. High level discretion, judgement and speed to engagement is required in the management of highly sensitive customer concerns through to resolution by employing a variety of techniques & service offerings.
Additionally, the role coordinates the preparation, organisation, and facilitation of internal document reviews, including any related administration duties associated to these processes.

Duties and Responsibilities

• Handle customer contacts to Ford Executives and Senior Management, manage customer relationships by providing solutions to customers.
• Process and resolve complex customer complaints by negotiating with customers on major faults and their resolution; along with managing complex accounts and service requirements.
• Explore customer concerns by contacting various local resources, utilising internal resources I.e. Knowledge Base, Dealerships, and Part & Tech SMEs for case progression and providing recommendations to reach case resolution.
• Communicate resolution/information to customers via phone/email/chat in a confident and knowledgeable manner
• Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction.
• Provide multiple specialised services to customers for a range of products or services, difficult complaint and fault inquiries, deployment of services and staff.
• Responsible for documenting customer inquiries and concerns
• When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans
• Assist the client in respect of customer, dealer or internal process matters.
• Prepare administration documents for review and facilitate presentation of documents during internal review meetings
• Communicate a strong level of professionalism towards client Managers including a communication style that exhibits a high level of business acumen
• Exhibit strong follow-up and organizational skills, in both verbal and written communication
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
• Work as a team player – assist other team members when in need of support
• Other duties as assigned

As a backup, the Executive Referral Advisor is responsible for supporting the Executive Office Manager with the following:

• Handling escalated cases
• Work on special projects, as requested by Ford Client or Percepta Management.
• Provide case status reports and updates to Ford Executives and Senior Management, including Percepta Managers in the absence of the Executive Office Manager.

Education

• High School Diploma required; Associate or Bachelor’s degree preferred

Experience
§ 2 years of experience in a Customer Contact Center, hospitality industry, or PR/Sales field
§ Knowledge of the automotive industry a plus
§ 1 years experience liaising with senior and executive staff a plus
Skills
§ High level of trust and integrity
§ Strong verbal and written communication skills
§ Detailed listening skills
§ Strong customer service, interpersonal and relationship-building skills
§ Time management and ability to prioritize projects and customer needs
§ Ability to manage conflict & deescalate situations
§ Excellent English language, oral and written, with grammatical knowledge and etiquette
§ Ability to persuade others through verbal and/or written correspondence
§ Provide clear, professional and accurate written responses to customers when requested, using standard letters where appropriate and email
§ Ability to blend personality with a professional demeanor to provide customers a comforting experience
§ Knowledgeable in MS Office, Email, Texting, and Chat
§ Ability to work autonomously and calmly under pressure
§ Demonstrated integrity and discretion in the handling of internal informatio

Duties and Responsibilities

• Handle customer contacts to Ford Executives and Senior Management, manage customer relationships by providing solutions to customers.
• Process and resolve complex customer complaints by negotiating with customers on major faults and their resolution; along with managing complex accounts and service requirements.
• Explore customer concerns by contacting various local resources, utilising internal resources I.e. Knowledge Base, Dealerships, and Part & Tech SMEs for case progression and providing recommendations to reach case resolution.
• Communicate resolution/information to customers via phone/email/chat in a confident and knowledgeable manner
• Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction.
• Provide multiple specialised services to customers for a range of products or services, difficult complaint and fault inquiries, deployment of services and staff.
• Responsible for documenting customer inquiries and concerns
• When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans
• Assist the client in respect of customer, dealer or internal process matters.
• Prepare administration documents for review and facilitate presentation of documents during internal review meetings
• Communicate a strong level of professionalism towards client Managers including a communication style that exhibits a high level of business acumen
• Exhibit strong follow-up and organizational skills, in both verbal and written communication
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
• Work as a team player – assist other team members when in need of support
• Other duties as assigne

As a backup, the Executive Referral Advisor is responsible for supporting the Executive Office Manager with the following:

• Handling escalated cases
• Work on special projects, as requested by Ford Client or Percepta Management.
• Provide case status reports and updates to Ford Executives and Senior Management, including Percepta Managers in the absence of the Executive Office Manager