Company SOFASA Job Description MISSION: Respond to customer inquiries, service requests, consultations, and specific after-sales requirements. Likewise, document the corresponding information in applicable Renault systems in order to provide appropriate treatments according to brand guidelines and ensure an excellent customer experience, while managing Colombia's after-sales budgets. FUNCTIONS/RESPONSIBILITIES 1. Provide customers with solutions that comply with brand policies. 2. Correctly document mandatory fields within the CRM system to ensure vehicle history and case traceability. 3. Resolve requests in a technically sound, quick, cost-effective, courteous, and efficient manner. 4. Manage necessary alerts regarding quality, product, and processes. 5. Maintain contact with different company departments to obtain required information for processing received requests. 6. Ensure compliance with established budgets for the assigned activities. 7. Consult and document knowledge base information to stay updated on area processes and procedures. 8. Ensure compliance with KPIs, working hours, procedures, processes, quality audits, and other operational requirements. 9. Update operational procedures. EDUCATION Technical or technological degree in administrative fields, mechanical engineering, or automotive studies. EXPERIENCE Minimum of one and a half years of experience in customer service, after-sales operations in the automotive sector, and product/service warranty management. SPECIFIC KNOWLEDGE Knowledge of consumer rights (preferable), Wolkvox, Salesforce, SI (AS Doc, Back SAC, and Warranty). COMPETENCIES Achievement orientation Customer orientation Teamwork Effective communication Frustration tolerance Initiative Adaptability Organizational commitment Field Transverse Renault Group is committed to creating an inclusive work environment and conditions that allow each of us to bring our passion, give our best, and thrive while being ourselves. Our strength lies in our diversity, and we are committed to ensuring equal employment opportunities regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, etc. If you have a disability or special need requiring workplace or schedule adjustments, please let us know by filling out this form. To enable real-time tracking of your applications and maintain contact with us, we invite you to create a candidate account. This will take you less than a minute and will also facilitate your future job applications. By submitting your CV or application, you authorize Renault Group to use and store information about you for the purpose of tracking your application or potential future employment. This information will only be used by Renault Group companies as stated in the Group's Personal Data Protection Policy.