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Cust Rel. & Success Spec KEY ACTIVITIES:
Customer Service_Level 1 : Remote Support to Customers and Service Providers (Claim management included):
- Assist the Dealer/Customer/Partner/provider with any aspect of services operations question: problems, training, compliance, escalations, etc
- Perform the first triage (troubleshoot technical issues or inquiries) and steer the Dealer/Customer/ Partner/Provider to the right department/individual based on the facts shared by them.
- Update and enter information to keep the customer’s records up to date.
- Start and schedule a Service Order according to the scheduling process.
- Assist with system requests.
- Assist and helps on customers questions regarding the usage of monitoring equipment, tools, offers and/or operational procedures
- Steer and manage the performance of your “client” portfolio and alert when there is deviation (from the plan/objective)

Scheduling:
- Organize deployment of enhancements to existing offers or new offers with the Dealer/Customer/Partner/provider





Track the Service Orders ensuring that the scheduling process is carried out with quality and efficiency.
- Confirm customer and vehicle data.
- Capture and record the service provided and customer data to keep the customer's files up to date.
- Work with Dealer’s Operations Team on previous month’s escalation log to adjust exceptions to accepted/decline calls

Billing Service:
- Assist with negotiations and collection of customer debt according to the customer agreement.
- Provide help and answer questions on billing and invoice disputes (divergent values, payment schedule, duplicate payment, equipment issues, transfer of ownership, among others.)
- Update and record the information/decision in the customer's file.
- Manage the contracts, pay vendors and hold them accountable

Customer Service_Level 2: must master activities of level 1 before
- Increase loyalty and retain customer by proposing alternative solutions
- Provide on-going support to

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📌 Cust Rel. (Bogotá)
🏢 Michelin
📍 Bogotá