Virtual Service Advisor - Ghent or Drogenbos

Global Recruitment:

At Global Recruitment, our Virtual Service Advisors consistently create an industry-leading ownership experience that is seamless and frictionless. Once a customer raises a concern or request (scheduled service visit), a virtual service advisor will be responsible for managing customer appointments and communication across digital platforms. By listening to customer concerns and preparing for visits in advance, this role ensures we effectively manage repairs, perform remote diagnostics, or train customers to eliminate service visits altogether.

Our Mission:

To provide the highest level of service customer experience, working with local service centers (front desks), Global Recruitment and Sales, Service and Delivery (SSD) partners to ensure we provide consistent customer service on all EMEA reviewed service requests. Experience the best option for resolving customer concerns; determine whether a customer issue can be resolved over the phone, over-the-air (OTA), or remotely, or assign it to a diagnostic or mobile service team as needed. Precisely plan and schedule mobile appointments based on the service center's needs and area specifics. Manage incoming calls, emails and messages according to the service levels and standards provided. Responsible for pre-arrival preparation, including but not limited to communication, clarifying maintenance items, identifying parts requests and performing service visits. In-depth understanding of Global Recruitment product and service operations including: HV batteries, range, ⚠V systems, charging, Advanced Driver Assistance Systems (DAS), firmware, chassis, and troubleshooting. Ability to initiate parts request procedures, retrieve and submit vehicle logs for remote diagnostics, accurately document customer concerns, interactions and data within our systems, and complete billing and payments. Set repair expectations based on new and used warranty guidelines and specifications. Anticipate customer mobility and arrange alternative shipping solutions where possible.

Your Contribution:

You have a basic understanding of automotive technology related to vehicle repair and maintenance, preferably with an automotive engineering degree or equivalent. Relevant experience delivering high quality service in a customer facing role, preferably from a technical or automotive environment. Achieve success in a fast-paced, ever-changing, multi-priority environment while maintaining attention to detail, particularly the accuracy of system operations and data information. Excellent communication and problem-solving skills, as well as the ability to establish and maintain strong working relationships with internal stakeholders and customers. Positive, enthusiastic and willing to learn about changes in the personal transportation industry and Global Recruitment products and services. Digital savvy – the ability to quickly adapt to new technologies and systems. Fluent speaking and writing skills in English, Dutch or French.