Uptime Command Center AgentCÔNG TY TNHH FORD VIỆT NAM

ABOUT US
At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow's transportation.
Inbound Call Process:
- To attend Customer's inbound calls professionally and to respond / act on Vehicle Breakdowns / Vehicle Health Alerts (VHAs).
• To validate Customer Details, Vehicle Details, and its geolocation thru available information.
• To answer Customer Queries and Assist customer to take the vehicle to the customer preferred Dealer / Nearest Dealer location with completion of required Appointment process for customer.
• To connect with Roadside Assistance (RSA) Service in case Breakdown or Alert which required Onsight Repair (OSR) or Towing of the Vehicle.
• If Customer concern is required intervention by Uptime Command Center or by Ford dealer or by RSA, then agent will register the case in Software platform.
• Track & update customer on the vehicle OSR or Towing journey till the Vehicle repaired.
Outbound Call Process:
- The Agent has to Connect with Customer and to guide for necessary Repair requirements basis Vehicle Health Alerts (VHA).
• To identify applicable VHA for specific Vehicle and to validate Customer Details, Vehicle Details, and its geolocation thru available information.
• Connect with Customer and convey about all applicable VHA in the Vehicle and guide Customer on Repair Process.
• To answer Customer Queries and Assist customer to take the vehicle to the customer preferred Dealer / Nearest Dealer location with completion of required Appointment process for customer.
• To connect with Roadside Assistance (RSA) Service in case any VHA required Onsight Repair or Towing of the Vehicle.
• If Customer concern is required intervention by Uptime Command Center or by Ford dealer or by RSA, then agent will register the case in Software platform.
• Track & update customer on the vehicle OSR or Towing journey till the Vehicle repaired.
Uptime Support for In-Dealer Vehicle Journey:
- Agent will receive New Case Alert in Software Platform once New V363 Model (or other specified Models for FordLiive program) will be reported to Dealer for any kind of Service / Repair Job.
- The Agent will monitor & track vehicle repair progress and proactively intervene in cases of delay at any stage to mitigate the root cause of delay & improve the Vehicle Uptime.
- The Agent will act on downtime alerts raised by dealers using appropriate escalations to support dealer in reducing the delay in repair & improve the Vehicle Uptime.
Customer Case Management:
-The Agent to Create case on the Software Platform and to record all details along with Vehicle, Customer & Vehicle Concern in detail and to provide Concern Number details to Customer & Dealer thru Call / SMS / Mail.
- Respective Dealer will be able to refer the case in the same software platform accessed by them to initiate necessary actions.
- Once Case has been created by Agent or by System, Agent has to manage the case basis Automobile Knowledge on Diagnosis Trouble codes (DTC) or Vehicle health Alerts (VHA).
- The Agent has to initiate support to Dealer (for Diagnosis, Parts, Approval etc.) to expedite Vehicle repair & delivery.
- The agent must exercise effective communication with Customer & all stakeholders and complete Case Management in coordination with Customer, RSA, Dealer & Ford Cross Functional Teams (CFT) for its closure with Customer Delight.
- Take customer feedback for Overall Satisfaction and record the same in the Case.