Description

Job Description

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we're all a part of something bigger than ourselves. What will you make today?

The Customer Service Representative is responsible for providing an exceptional experience in customer service. This includes handling customer inquiries, resolving issues, processing requests, and offering alternatives to meet our customers' needs. The representative must ensure compliance with company regulations and policies. Additionally, the representative is also responsible for documenting customer calls/emails interactions and contributing to the improvement of servicing processes. The representative is expected to meet performance objectives and metrics related to Account Services Department.

Responsibilities

Responsibilities:

• Handle incoming calls and customer requests professionally and courteously.
• Clear understanding of Ford Credit products and services to properly guide the customer and provide correct and precise information.
• Provide a timely follow-up on customer needs that cannot be resolved immediately and ensure they are resolved within the established timeframe.
• Analyze information from received requests to propose process improvements.
• Foster a culture that ensures quality, safety, and respect are maintained.
• Maintain accurate records of customer interactions (agreements, inquiries, and actions) within the system.
• Proactively contributes to teamwork to achieve the department KPI's
• Demonstrate excellent handling skills and customer relationship.

Qualifications

Qualifications:

• Strong interpersonal and communication skills and a service-oriented disposition.
• Self-driven and accountable.
• Empathy, friendliness, customer focus, patience, adaptability, collaboration.
• Innovation, creativity and problem-solving skills.
• Flexibility to adapt to a changing environment.
• Proficiency in Microsoft Office 365.
• Bachelor's Degree.
• Fluent English - written/listening/speaking

DISCLAIMER: Ford Motor Company is an Equal Opportunity Employer, as we are committed with a diverse workforce, and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran and basis of disability. #LI-JRA

About Us

The people of Ford Motor Credit Company have a 60-year commitment to helping put people behind the wheels of great Ford and Lincoln vehicles. By partnering with dealerships, we provide financing, personalized service and professional expertise to five thousand dealers and more than four million customers in over 100 countries around the world. If you're customer-focused, driven and seeking the opportunity to experience exciting challenges and growth, look no further.