Job Description Position Summary To manage Ford customer cases and contacts providing a high quality, responsive and consistent service to customers, thus promoting positive customer relationships for the client. This is attained by providing advice and support in relation to Australian Consumer Law and the application within the automotive industry.
Duties and Responsibilities Preliminary assessment of customer legal entitlements under the Australian Consumer Law (ACL) via letters of demand received from customer's legal representatives.Legal research of Australian Consumer Law principles and their application to circumstances relevant to current matters and legal correspondence.Draft and finalise response to letters and confirm with Legal Counsel that they are comfortable with the position taken and the response to the customers legal representative.Assist and handle Tribunal Claims. Prepare submissions and other evidentiary documentation required.Act as Ford's company representative at consumer tribunal conciliations, mediations, and hearings across Australia.Handle communication with customers where required in response to legally escalated complaints. Handle contacts passed from the Client where required.Handle communications from Dealers, Solicitors, Insurance Companies, Office of Fair Trading.Handle/assist with other correspondence relating to legal issues.Achieve key performance indicators of the role, both quality and quantity.Use voice, language and communication skills to communicate effectively and professionally.Use technology provided to assist resolution of customer queries, and to keep accurate and detailed records of customer contacts.Develop and maintain product knowledge, business process and system expertise to meet on-going customer and client needs.Work effectively and co-operatively with colleagues and other internal departments.Provide feedback on customer cases as required.Communicate any operational, process or system problems to the Team Leader/Manager.Adhere to company policies and procedures.Follow all health and safety rules and regulations.Other duties or projects as assigned by the Customer Liaison Manager.Education High School Diploma or equivalent required.Preferred - tertiary qualification or relative, legal studies, consideration given if working toward studies in law or relative legal studies.Experience 2 years of experience in a customer service role or legal administration role either in a Customer Relations Contact Centre, Law firm, or PR/Sales field.Communicates both verbally and in written correspondence to an above average standard.Proven experience in bespoke customer and business correspondence.Knowledge of Australian Consumer Law and application within the automotive industry desirable.Knowledge of the automotive industry desirable.Skills Strong Active Listening skills, accompanied with ability to deliver effective probing questions.Demonstrated interpersonal skills along with excellent written, and oral communication skills including the capability to influence.Ability to work in a team fostered environment.Genuine desire for interacting and building relationships.Ability to prioritize and organize work.Ability to adapt to a flexible schedule.Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Chat, Microsoft Excel, and Word.#J-18808-Ljbffr
