About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Essential Job Duties and Responsibilities:</b></H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b></b></H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Description:</b></H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Footer</b></H2> </div><div></div></div></div><table class="MsoNormalTable" style="border-collapse:collapse;width:58%" border="0" cellspacing="0" cellpadding="0"> <tbody> <tr> <td style="width:100%;background-color:#eeece1;padding:1.4pt 1.4pt 0.0in" valign="top"> <p style="margin:3.0pt 0.0in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif;color:black">A. Overall Purpose of the Job </span></strong><em><span style="font-family:Arial, sans-serif;color:black">(Brief description of the primary purpose of this position)</span></em></p> </td> </tr> <tr style="height:47.6pt"> <td style="width:100%;padding:1.4pt 1.4pt 0.0in" valign="top"> <p style="margin:3.0pt 0.0in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">The Mobility & Concierge Specialist is responsible for executing daily operational activities related to customer mobility solutions, courtesy car management, home service requests, and concierge support. This role ensures seamless coordination between customers, service advisors, external service providers, and business partners to deliver premium customer experience while maintaining compliance with service level agreements (SLAs) and program guidelines.</span></p> <p style="margin:3.0pt 0.0in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> </td> </tr> <tr> <td style="width:100%;background-color:#eeece1;padding:1.4pt 1.4pt 0.0in" valign="top"> <p style="margin:3.0pt 0.0in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif;color:black">B. Key Responsibilities </span></strong><em><span style="font-family:Arial, sans-serif;color:black">(Critical responsibilities and skills of this position, listed in order of importance)</span></em></p> </td> </tr> <tr style="height:50.65pt"> <td style="width:100%;padding:1.4pt 1.4pt 0.0in" valign="top"> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif">Operational Support</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Manage and process daily service requests from service advisors and customers.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Attend to complaints, redelivery requests and courtesy car requests promptly and effectively.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Coordinate service arrangements and logistics to ensure timely fulfillment of customer requests.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Provide operational support to the team to ensure smooth execution of daily activities.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Act as a key liaison between customers, service advisors, and external partners to facilitate service delivery and issue resolution.</span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.5in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif"> </span></strong></p> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif">Courtesy Car Program</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Review and validate courtesy car requests in accordance with program guidelines.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Coordinate vehicle allocation, delivery, collection, and utilization with internal stakeholders and service providers.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Monitor and maintain the courtesy car program to ensure SLA adherence</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Identify and prevent misuse or abuse of the courtesy car program by customers, service advisors, or third-party vendors.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Work closely with mobility partners to ensure service quality and operational efficiency.</span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.5in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif"> </span></strong></p> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif">Partner & Service Provider Coordination</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Coordinate with external partners, vendors, vehicle rental providers, and service providers to ensure timely fulfillment of customer requests and operational requirements.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Serve as the primary point of contact for day-to-day operational matters involving mobility partners and service providers.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Liaise with service advisors, customers, and third-party providers to facilitate smooth service delivery and resolve operational issues.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Follow up on service requests, vehicle movements, and customer arrangements to ensure adherence to agreed service standards and timelines.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Escalate service delivery issues, delays, or recurring concerns to management for review and resolution.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Maintain accurate records of partner engagements, service requests, and operational activities.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Support the evaluation of partner service performance and provide operational feedback to improve customer experience and service effectiveness.</span></li> </ul> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif">Concierge Support</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Provide concierge support to a luxury car customers, delivering a premium and personalized customer experience.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Coordinate vehicle collection and delivery arrangements, mobility solutions, and customer service requests.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Proactively communicate service updates and manage customer expectations throughout the service journey.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Support special customer requests and work closely with relevant stakeholders to ensure seamless execution.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Act as a customer advocate, ensuring issues and concerns are handled professionally and resolved promptly.</span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.5in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif"> </span></strong></p> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif">Incident & Compliant Handling</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Investigate customer complaints, service failures, and operational incidents.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Coordinate with relevant stakeholders and service providers to implement corrective actions and resolve issues within required timelines.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Escalate complex or high-impact cases to management when necessary.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Maintain accurate records of complaints, investigations, and resolutions for reporting and continuous improvement purposes.</span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.5in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif"> </span></strong></p> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif">Reporting & Compliance</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Support the preparation of weekly and monthly operational reports for clients and internal management.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Monitor operational performance against KPIs and SLAs, identifying areas for improvement.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Ensure compliance with operational procedures, client requirements, and program guidelines.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Maintain accurate records and documentation of service requests, vehicle utilization, customer interactions, and partner performance.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Support audits and quality assurance reviews as required.</span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.5in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:0.0in 0.0in 0.0in 0.5in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> </td> </tr> <tr> <td style="width:100%;background-color:#eeece1;padding:1.4pt 1.4pt 0.0in" valign="top"> <p style="margin:3.0pt 0.0in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif;color:black">C. Job Profile</span></strong></p> </td> </tr> <tr style="height:12.45pt"> <td style="width:100%;padding:1.4pt 1.4pt 0.0in" valign="top"> <p style="margin:3.0pt 0.0in 3.0pt 14.15pt;text-align:justify;text-indent:-14.15pt;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif">Education</span></strong></p> </td> </tr> <tr style="height:28.3pt"> <td style="width:100%;padding:1.4pt 1.4pt 0.0in" valign="top"> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Bachelor’s degree or Diploma in Business Administration, Operations, Automotive, or related field.</span></li> </ul> </td> </tr> <tr style="height:13.15pt"> <td style="width:100%;padding:1.4pt 1.4pt 0.0in" valign="top"> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif">Experience</span></strong></p> </td> </tr> <tr style="height:41.85pt"> <td style="width:100%;padding:1.4pt 1.4pt 0.0in" valign="top"> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Minimum 2 - 4 years of experience in both:</span></li> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="circle"> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Customer service / call centre / operations support</span></li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Automotive or mobility assistance (strong advantage)</span></li> </ul> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Experience handling SLA-driven environments and client accounts is preferred</span></li> </ul> </td> </tr> <tr style="height:6.15pt"> <td style="width:100%;padding:1.4pt 1.4pt 0.0in" valign="top"> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif"> </span></strong></p> <p style="text-align:justify;margin:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif">Skills & Competencies</span></strong></p> </td> </tr> <tr style="height:24.5pt"> <td style="width:100%;padding:1.4pt 1.4pt 0.0in" valign="top"> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Strong problem-solving and analytical thinking skills</span></li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Excellent verbal communication and active listening skills</span></li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Calm, empathetic, and confident in handling high-pressure or emergency situations</span></li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Strong multitasking and coordination abilities</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Customer-centric mindset with high attention to detail</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Able to handle complaints or negative feedback professionally</span></li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Comfortable working in a fast-paced, operations environment</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Good problem-solving skills for handling incidents and escalations</span></li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">Comfortable working in a shift rotation environment</span></li> </ul> </td> </tr> <tr> <td style="width:100%;padding:1.4pt 1.4pt 0.0in" valign="top"> <p style="margin:3.0pt 0.0in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif"> </span></strong></p> <p style="margin:3.0pt 0.0in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-family:Arial, sans-serif">Required Languages </span></strong><span style="font-family:Arial, sans-serif">(Brief description of the language skills needed to perform the job)</span></p> </td> </tr> <tr style="height:25.9pt"> <td style="width:100%;padding:1.4pt 1.4pt 0.0in" valign="top"> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-family:Arial, sans-serif">English (high proficiency in spoken & written)</span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.5in;text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> </td> </tr> </tbody> </table> <p> </p>