Job Description

• Service case triage and handling
• Categorize cases based on urgency and technical complexity, assign them to the appropriate department to improve remote resolution rates and reduce unnecessary in-site visits.
• Remote vehicle diagnostics and troubleshooting
• Analyze vehicle data, alerts, and historical records through system tools to identify issues and provide resolution recommendations.
• Cross-department collaboration
• Work with service advisors, technical teams, and parts teams to ensure seamless communication of diagnostic information and follow-up actions.
• Customer communication and explanation
• Communicate with customers via phone to explain vehicle conditions and solutions professionally and clearly, aiming to enhance customer satisfaction.
• Process optimization and knowledge accumulation
• Compile case studies and common issues to support the development and improvement of standard operating procedures (SOPs).
• KPI achievement
• Consistently meet team-set KPIs (e.g., remote case resolution rate, case volume, and quality). Deliver results through accurate case assessment and effective communication to support team performance and service goals.
• 服務案件分流與處理
• 依案件緊急度與技術複雜度進行分類，提交對應窗口，提升遠端解決率，降低不必要回廠
• 遠端車輛診斷與問題排查
• 透過系統工具分析車輛數據、警示訊息與歷史紀錄，判斷問題並提出處理建議
• 跨部門溝通協作
• 與服務顧問、技術團隊與零件團隊合作，確保診斷資訊與後續處理銜接順暢
• 客戶溝通與說明
• 電話與客戶溝通，以專業且清楚的方式說明車況與處理方式，協助提升客戶滿意度
• 流程優化與知識累積
• 彙整案例與常見問題，協助建立或優化標準作業流程（SOP）
• 達成績效指標（KPI）目標
• 依團隊設定之 KPI（如遠端案件解決率、案件處理量與品質等）穩定執行日常工作，透過正確案件判斷與有效溝通，支持團隊整體績效與服務目標的達成