Customer Care Analyst

hace 3 días

Lima, Perú GP Strategies A tiempo completo

The Customer Care Analyst is responsible for managing after-sales and customer service cases, ensuring timely, empathetic resolution in accordance with brand policies. Their role includes liaising with the dealer network, internal brand departments, and law firms to address requests, complaints, legal actions, and settlements, ensuring high standards of customer satisfaction and regulatory compliance.

Main Activities:

Legal and Regulatory Management

  • Analyze, prepare, and compile documentation for handling complaints, reports, lawsuits, and settlements.
  • Draft and draft responses to regulatory agencies such as INDECOPI in coordination with the legal department and law firm.
  • Coordinate the collection of information from dealers, suppliers, and internal departments involved in the preparation of responses and settlement proposals.
  • Manage the preparation of agreements/transaction contracts in cases of settlement, vehicle replacement, or refunds.
  • Follow up and update legal cases, maintaining constant communication with the legal department and law firm.
  • Coordinate the strategy to be followed prior to virtual or in-person hearings, providing support to the legal team and law firm.

Case Management and Customer Service

  • Manage customer requests and complaints through different channels (mail, telephone, in person, and digital platforms).
  • Handle and follow up on critical cases, proposing solutions such as courtesies, vehicle loans, and other options after analyzing the case.
  • Coordinate with regional managers, dealers, and internal departments to resolve cases within the established time frames.
  • Provide support to the Call Center (CAC) and dealers in case management, spare parts tracking, and brand internal system inquiries.

Certificate and Documentation Management

  • Provide support in drafting and processing maintenance letters or warranty extensions.
  • Manage document validation with dealers and technical areas.
  • Keep records and databases of cases and certificates or letters issued up to date.

Management with External Entities

  • Manage complaints on government consumer service platforms.
  • Gather information, build cases with the necessary background information, and draft responses in coordination with the legal department and law firm.
  • Follow up on the status of cases in coordination with the parties involved.

Operational and Administrative Support

  • Prepare periodic reports on the status of cases and budgets.
  • Manage payments and compensation associated with Customer Care.
  • Support training for dealers on the use of customer service platforms and protocols.
  • Serve as backup for the Customer Care Coordinator in Peru and other regional support units.

Requirements:

  • Knowledge of consumer protection regulations (automotive sector).
  • Customer focus and empathy.
  • Analytical skills and technical and legal writing skills.
  • Effective communication and conflict management.
  • Process organization and monitoring.
  • Management of after-sales management systems and CRM platforms.

Additional Comments:

  • Professional with experience in after-sales and customer service.
  • 1-3 years of experience in the automotive sector, after-sales service, and claims management at Indecopi and in court is desirable.
  • Basic mechanical knowledge to assist in decision-making regarding cases is desirable.
LI-JD1
LATAM

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