Crc Specialist

**Become Part of our Success Story**

The British premium brands **Jaguar **and **Land Rover** are legendary brands in the automotive industry. Carried by unique emotion, tradition and innovation, we are heading into the future with fascinating models. Leading design, state-of-the-art drive systems and networked and semi-autonomous technologies are the hallmarks of our vehicles.

To support our dynamic Customer Service Team of the European Importer Regional Office in Kronberg and for an immediate start we are looking for a:
**CRC Specialist **(f/m/d)**

**Key Responsibilities**:

- Be an expert in customer case management and offer robust solutions, whilst adopting a Customer First approach at all times which subsequently achieves fast case resolution
- Ensure all contacts are captured in the CRC Case Management Systems to enable the Customer Contact Centre to be a valuable data source to the wider business
- Navigate a number of systems / resources in order to gather data and fully investigate concerns and potential resolution
- Provide general support and guidance to Importer Markets with case management and customer handling ensuring approach is within Jaguar Land Rover SLA and with a Customer First approach
- Provide support to Importer Markets with processing Goodwill queries, making commercial decisions according to Jaguar Land Rover´s Goodwill policy and framework
- Provide support and monitor the Importer Markets Goodwill utilization activity
- Drive quality performance to achieve great results in respect to Customer Satisfaction (NPS) and Concern Resolution
- Review and process received mobility cases
- Where required, quickly implement the required escalation processes and ensure they are adhered to on each occasion - Retailer, Importer, Goodwill, Global Customer Relations Escalation
- Meet department KPIs and Objectives
- Ensure the Importer Markets follow all correct processes and procedures
- Liaise between various cross-functional departments and external partners including Technical Services, Engineering, Order Control, Financial Services, Warranty Teams, Field Teams, Global Customer Relations etc. in order to provide effective and fast case resolution

**Skills and Qualifications required**:

- Strong decision making and problem-solving skills
- Clear demonstration of a Customer First mind-set
- Excellent written and verbal communication skills in English
- Process orientated with great attention to detail
- Customer service experience are welcome
- Ability to understand, interpret and action improvements
- Confident and out-going with exceptional networking, inter-personal and influencing skills, possessing advanced communication skills
- Knowledge of Word, Excel and PowerPoint
- Strong team player
- Flexibility in a fast-paced environment
- Ability to collaborate with others
- Good time management skills

**Job Types**: Full-time, Permanent