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The Global Ops Coe in Manila is a developing team about world class delivery, customer support, driving a disruptive shift in strategy, structure, systems, processes, and technology across the enterprise under GM Sales Services and Marketing (SSM) function. A team in Manila will be established to be responsible for the back-end operations of CarBravo dealer coordination on sales performance to be referred as “SSM Global Ops CoE - CarBravo Remote Field Force”. Manila Consultants are expected to receive calls on support for dealers engaging in the CarBravo platform. They will be also tasked to call US Carbravo dealers to coordinate on their sales performance.
Job Responsibility:
Develop CarBravo Process Acumen and Knowledge: Socialize and serve as Subject Matter Expert (“SME”) with comprehensive understanding of the features, values, and benefits of, and enrollment in current CarBravo Program product offerings
Enhance Dealer engagement and satisfaction through proactive outreach and support with Dealers to inform them about new, relevant programs, updates, and promotions
Responding in a timely manner to Dealer inquiries and providing timely access to information on program details, resources, process assistance, and troubleshooting
Improving Program adoption and compliance by addressing Dealer concerns promptly, assisting Dealers with resolving issues related to the Program, including inventory management, compliance, pricing strategies, and warranty concerns
Streamlining communication between Program management and Dealers
Maintaining a high level of satisfaction with Dealers through consistent, reliable, and professional support
Help maximize Dealer Pre-Owned operations including throughput, sales, retention, sales and service profitability, and customer loyalty
Proactive outreach to ensure Dealers are aware of available resources, compliance requirements, and upcoming deadlines
Reputation Management: Advise Dealer on recommended actions to improve online reputation
Call Tracking and Analytics: Advise Dealer on tracking analytics for better insights to reduce Call Fail Rate (“CFR”)
Optimize Inventory: Advise Dealer relative to the appropriate quality and quantity of vehicles to be Certified for the Dealer’s market
Script/FAQ Development, Maintenance, and Customer Approval: Develop scripts and frequently asked questions for Customer ensuring Customer input and approval prior to using the scripts/FAQs in the CBCC. Maintain such scripts/FAQs ensuring that the information is fresh and accurate including getting Customer approval for any material changes to them
Requirements:
1-3 Yrs experience in related role or industry e.g. Customer Service, Business relation Ship management L1/L2 Issue resolution, Customer Analytics
Degree in Business, Marketing or Equivalent Experience
Strong communications and negotiation skills
Ability to build and maintain relationships
Ability to be a trusted resource for Dealership clients
Ability to interpret and explain data and solve complex problems
Experience with U.S. based clients is preferred (CarBravo a mainly US platform)
Affinity with technology and/or familiarity with analytics tools and techniques
Willingness to work hybrid on night shift, to support West coast time zones.
Nice to have:
Highly motivated and willing to learn and take on new challenges
Highly proficient in Microsoft Office applications
Demonstrated ability to work cross-functionally, in an internal or external consulting role, with proven ability to effectively execute projects and deliver results
Ability to work independently and with urgency to complete tasks in a dynamic, fast-paced environment