About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:22.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b> JOB DESCRIPTION</b></H2> </div><div><p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Provide personalized customer service, ensuring the correct reception of units, service follow-up, coordination with the workshop, and vehicle delivery, all in accordance with the quality, safety, and customer satisfaction standards established by Scania.</p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Acquire: In the learning phase to be able to apply the competence in work situations. Is able to apply the competence in work situations with help.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Apply: Is able to apply the competence in work situations independently without help.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Guide: Is able to apply the competence in work situations under extraordinary or complex conditions as well as to orient and guide other people.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Transform: Is considered an expert and is able to drive the development of new concepts and methods.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Innovate: Is considered an authority in the field, both internally and externally.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:22.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>RESPONSIBILITIES</b></H2> </div><div><ul> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Ensure a positive customer experience from the reception to the delivery of the unit.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Perform timely follow-up on requested services.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Clearly communicate the status and progress of the service.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Manage documents related to the service order.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Comply with customer service and quality policies and procedures.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Detect opportunities for improvement or additional service sales.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Capture and update data in the corresponding systems.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Support the management of complaints and claims, seeking effective solutions.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:22.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>TASKS</b></H2> </div><div><ul> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Reception of units in the workshop.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Opening and closing of service orders in the system.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Constant communication with the client regarding the status of the unit.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Coordination with the technical team for work scheduling.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Review of service history and active policies.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Validation and authorization of budgets with the client.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Ensure that the unit is clean and ready for delivery.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Register complaints or disagreements and channel them appropriately.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Preparation of basic follow-up or satisfaction reports.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Follow-up on scheduled appointments and ensuring punctuality.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Support in the recovery of overdue portfolio associated with services.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Proposal of complementary services (preventive maintenance, extended warranties, etc.).</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:22.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>EDUCATION</b></H2> </div><div><ul> <li>High school, Associate degree and/or Bachelor's degree completed.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:22.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>JOB PROFILE</b></H2> </div><div><ul> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">1 year of experience in customer service or similar position.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Basic knowledge of automotive mechanics.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Management of service management systems (CRM, ERP, etc.).</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Orientation to results and customer satisfaction.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Oral and written communication skills.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Intermediate Office (Word, Excel, Outlook).</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Excellent service attitude and teamwork.</li> </ul></div></div></div>