Service Assistant

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Inchcape A tiempo completo
Descripción del Puesto

Estamos buscando un/a Service Assistant para unirse a nuestro equipo en Inchcape. En este rol, serás responsable de agendar, recibir y atender a los clientes de las marcas en el taller designado, interpretando sus necesidades y gestionando la atención de calidad y la comunicación fluida interna y externa.

Funciones del Puesto
  • Revisar, gestionar, ofrecer y aplicar todos los recall ́s vigentes de fábrica y campañas promocionales, garantizando que no salga del taller ningún vehículo sin aplicar los recall ́s o campañas.
  • Actualizar datos de cliente en sistema (SAP), verificar y/o tomar autorización de manejo de datos. Si la autorización tiene más de un año se debe tomar de nuevo.
  • Realizar el protocolo operativo y documental de las órdenes de trabajo (OT) desde el ingreso del vehículo hasta la liquidación de la OT en el sistema del taller (SAP) y entrega del vehículo a satisfacción del cliente.
  • Hacer uso de las herramientas de información al cliente de avances en taller para generar una excelente experiencia y lograr ventas adicionales, cuando se requieran. Las herramientas puede ser propias (Clear Mechanic/EVHC) o de los clientes (Autolínea, Bitácora, entre otras).
  • Realizar seguimiento y control de órdenes abiertas para acelerar procesos internos y facturar, buscando bajar la permanencia en taller para mejorar la satisfacción del cliente y así dar cumplimiento a los indicadores asignados.
  • Ejecutar los planes de acción de mejoramiento del NPS acorde a la meta establecida
  • Validación de la experiencia del servicio una vez entrega del vehículo y explicación del NPS.
  • Realizar todas aquellas funciones que sean requeridas por el jefe y que se encuentren dentro del área de posventa (Repuestos y Servicio).
  • Participar en inventarios ciclicos e inventario general.
  • Responsable de la retención y fidelización de la cartera de clientes a su cargo, con la finalidad de hacer sustentable y rentable el servicio en el tiempo.
  • Responsable junto a sus pares del desarrollo comercial del concesionario, a través del cumplimiento de los planes comerciales desarrollados por Derco o por el concesionario.
  • Diligenciamiento de formatos (FIC, Acta de Entrega, Certificado de inspección y entrega).
  • Realizar análisis de propuestas de rentas para nuevos ingresos y movimientos internos.
  • Administrar de descriptores de cargo y evaluación de roles en base a la metodología HAY.
  • Asesorar a cliente final respecto a su estructura organizacional, compensación, estructura salarial e incentivos variables.
  • Participar en preparación de estudios de mercado.
  • Analizar equidad interna y competitividad externa.
  • Revisar, analizar y monitorear modelos de incentivos variables para los distintos negocios de la compañía.
  • Proponer mejoras en los distintos proyectos y procesos donde participa compensaciones.
  • Confeccionar e implementar reportes que ayuden a mejorar la toma de decisiones.
  • Desarrollar y proponer KPI ́s del área de Rewards.

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