This role is responsible for answering Dutch dealer enquiries with regard to brand parts and accessories (P&A), warranty and vehicle off road (VOR) and Electronic Parts Cataloguing (EPC) enquiries from dealerships and service partners. All applicants must be fluent in Dutch!

The DAC Agent uses the information provided by dealers, predetermined procedures and systems, and his/her own experience, to resolve such contacts from dealers.

The role is intended to ensure the accurate and timely handling of such contacts from dealers and thereby increasing customer satisfaction, both with the dealerships and their customers.

Main responsibilities include:

Handles dealer contacts, including incoming telephone calls, emails and faxes.
Delivers service excellence by efficiently problem-solving and reacting to dealer situations in a professional, polite and clear manner.
Understands and applies brand policies and empowerment to resolve dealer requests.
Accurately logs all dealer contacts and follows up on cases all relevant databases and systems.
Where necessary liaises with business partners internally and externally to develop case resolutions and action plans.
Evaluates need for case escalation and forwards problem cases according to defined processes.
Contacts internal specialists to obtain clarification or detail for responding to some cases / dealership requests.
Reads and researches relevant materials and resources to stay current with all relevant procedures.
Attends team and other meetings for review of issues, assignments, regular discussion.
Performs other related duties, as assigned.