Alexander Bogaards Email & Phone Number

Pretoria, Gauteng, South Africa

- Answer inbound calls from customers regarding their Ford motor vehicles in a professional manner.- Triage customer inquiries, log them and create cases where necessary in a CRM system.- Managing said cases (usually 20 per day in addition to frontline duties) by interacting with back office, dealerships and various departments within Ford Motor Company.- Managing higher-level cases for the Executive Office.- Maintain a record in Excel of all ongoing cases.- Ensuring customer satisfaction in every interaction as far as is possible.

Pretoria, Gauteng, South Africa

- Effectively manage and resolve cases and concerns that could not be addressed upon first contact.- Liaise with customers, dealerships and technical departments.- Find solutions within company policy.- Maintain a database of active cases in Excel.- Implement changes in process as well as new processes immediately.- Respond to emergencies and deviations from standard protocol in accordance with company policy.- Log all interactions accurately and efficiently in the SAP SAPPHIRE NOW system.- Strive to maintain harmony between customers and franchisees (dealerships) as well as Ford Motor Company itself.- Deescalate situations where customers have grown dissatisfied.- I have been trained and working remotely in this role since lockdown with a reliable internet connection as well as a home generator to ensure no disruptions in service.

Pretoria, Gauteng, South Africa

-Receive calls from customers in the UK and address their queries and concerns regarding their Ford motor vehicles.- Log phone calls accurately in the Oracle Atlas system.- Create cases in order to escalate customer concerns to the relevant stakeholders.- Ensure that all customer data is managed according to the GDPR.- Be able to provide customers with detailed information regarding warranty, service intervals and processes.- Deescalate situations where customers have grown dissatisfied.