Objective of job
- Handle lease end inbound, outbound calls to introduce lease end options and process to customer, answer simple questions related payment detaisl, balloon refinance, de-mortgage and other basic customer service related inquiries
- Handle ET inbound and answer early termination related inquiries, try to retain customer and facilitate quotation if necessary, follow up document and payment
- Follow standard process to send sales leads to dealer and escalate potential risk customer to collection team
Task Description
1. Execute the pre-term remarketing process and reach KPI target
- Capable of efficiently communicating with customers on lease end options and process
- Guide customer back to dealership and actively promote retention offers
- Answer all basic inquiries from customer related to lease end process and options including trade in, buyout, balloon refinance, de-mortgage etc.
- Facilitate customer complete early termination process, retain customer as more as possible, apply for waive penalty for qualified customer to improve CSI
- Manage after call work of ET and follow up signature and payment and document handling
- Escalate cases to related departments to solve customer’s complaints
Others
2. Others
- Support various remarketing related project, like process optimization & document handling, system testing and others.
- Conduct other tasks as required to support achievement of the company’s business objectives