Customer Care Analyst

Job Description
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.

About Us
GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.
From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at

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With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.
GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.