Job Category Ford Customer Service Degree Level Bachelor s Degree or equivalent This CoE will be co-located with other central functions parts support Diagnostics support software support supply chain logistics in FBS Ford Business Services Chennai Operating as a central hub the UCC collaborates with market-based FordLiive uptime agents a localized thin layer of native speakers for dealer Fleet Management Organization engagement and with the central functions to ensure speedy resolution for vehicles in the dealer workshops The Uptime Command Center Specialist UCCS will partner with internal and external stake holders to attain the aforesaid objective developing strong working relationships and striving to provide an effortless dealer Customer experience The UCCS will assist Dealerships to expedite the vehicle delivery process resolve issues regarding parts availability logistics technical support etc Ensuring that vehicles brought in for repairs are delivered within two days the tag line being Two Days Zero Compromise Responsibilities Identify vehicles reported to dealerships for repairs that are at risk of exceeding a 2-day turnaround time Ensure timely intervention and support to expedite the process Monitor and flag repair cases are likely to extend beyond the 2-day service window Coordinate with internal stakeholders Parts Team Technical Team etc and external stakeholders Dealerships Distributors to resolve delays Facilitate communication and ensure necessary actions are taken to deliver vehicles within the stipulated time limit Document all tasks actions communications and files in CRM Tool Manage financial assistance requests within agent delegation of authority Track down delay issues and escalate as needed Act as a resource for product knowledge and service support Exhibit strong follow-up and organizational skills Resolve customer issues via dealer using all available resources Provide feedback Report to management on a regular basis for improved performance To Analyze overall Delay Cases and identify issues like Dealer process lapses and gaps Parts Diagnosis Early Product Failures etc and to drive strategic improvement for the same To connect with Fleet Admin and update overall Fleet Uptime status Work as a collaborator team player and assist other team members Other duties as assigned The Job is Onsite Qualifications Education Bachelor s degree Mandate Engineering MBA preferable Experience Min 3 years of experience in a Customer Relations Contact Center especially in auto motive sector would be preferable fleet management organization hospitality industry or PR Sales field Skills High level of trust and integrity Willingness to work in staggered shifts supporting regions such as Australia New Zealand South Africa Middle East and emerging ASEAN markets Strong verbal and written communication skills Detailed listening skills Solid customer service and relationship building skills Time management and ability to prioritize Conflict resolution skills Excellent English language proficiency Ability to sway opinions through communication Knowledgeable in MS Office Email Texting and Chat excel Power point etc and other IT Systems and applications Ability to work calmly under pressure

📌 Ucc Specialist (Chennai)
🏢 Ford
📍 Chennai