Customer care specialist
ОткликнутьсяОбязанности
- Manage and promptly resolve customer complaints and claims.
- Analyze and prevent potential buy‑back cases.
- Oversee the timely acceptance and resale of buyback vehicles.
- Process advance payments for buyback to partners.
- Collect necessary information and documentation for amicable settlements; pre‑approve the need or amicable agreements.
- Improve collaboration with dealers and other Kia subdivisions to resolve customer issues.
- Supervise the Kia Contact Center operations.
- Conduct audits, training, and certification of dealers to effectively handle customer claims, prevent buy‑backs, and address fraudulent claims.
- Support and supervise CIS distributors in customer care processes.
- Collaborate closely with Warranty, Quality, Hotline, Legal, and Accounting teams.
- Maintain close cooperation with key partners (factories).
- Develop and submit proposals for improving after‑sales business processes for KRU dealers.
- Support and develop KRU internal customer care processes and IT systems.
- Prepare reports and presentations.
Требования
- Experience in customer care operation process (at a dealership or distributor)
- Knowledge of the Consumer Protection Law
- Excellent verbal and written communication skills
- Vehicles basic technical knowledge
- English (Intermediate level)
- Awareness of dealers’ aftersales service processes
- Initiative and a desire to grow in customer care
- Self‑organization and ability to independently solve routine tasks
- Advanced skills in Microsoft Office (PowerPoint, Excel)
Условия
- Temporary contract
- Work in one of the largest international companies
- Official employment, compliance with the Labor Code of the Russian Federation
- Voluntary medical insurance policy (extended with dentistry), life and accident insurance
- Paid sick leave up to 100% of salary
- Meal compensation
- Fitness compensation
- Five-day work week (hybrid work format: one day a week remotely)
- Office in the center of Moscow (7 minutes from Paveletskaya or Serpukhovskaya metro stations)
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