Summary
The Product Expert will be responsible for uplifting the customer experience in the Vietnam.  While acting as a product expert for both prospects and owner, the product expert will use the customer interaction to up-sell new vehicles and lead referrals to the dealership.
Responsibilities
•    Provide efficient and timely support/engagement with customers/prospects during local business hours
•    Stand-by for inbound calls from customers and calls transferred from other hotline teams for product knowledge related queries.
•    If required, seamlessly transfer the sales lead to the appropriate Dealer.
•    Help the ongoing development of ’s Knowledge Base with submitting questions raised by customers via live calls.
•    Engage with owners via a live call to assist them in feature familiarization and provide support with their vehicles. 
•    Pro-active calls to customers for special projects, as needed.
•    Provide support for overflow of calls to VN CRC agents.
•    Provide support on CRC tools and product testing
•    Coordinate with Group VN and VN Academy
•    Attend key Product Knowledge training and 
•    Function as Trainer to VN CRC team.
•    Regular report to Company’s Business Operations Manager of ASEAN and Assistant Operations Manager (AOM- ASEAN), as well as VN CRC team lead (based in Thailand).
•    Monitor and track Loaner Car Utilization. Provide report, as needed. 
Education
•    High school diploma required
Experience
•    1 – 3   years of automotive product knowledge experience preferred
•    Automotive sell experience will be advantage
Skills
•    Fluent in Vietnamese and English, both in written and verbal. 
•    Hardware requirements will include a laptop/desktop. 
•    Software requirements include access to  systems. These would include:
•    SAP CRM (Or Salesforce or any CRM system used by  Hotline)
•    MS Office (Outlook, Word, Excel)
•    Cisco IVR Tools
•    FMC Dealer
•    SERVIS2
•    CX tools to be tested (e.g. Video Chat tools, booking systems)
•    Other tools required by CRC.
•    Strong  product knowledge*
•    Strong product knowledge of key competitors *
•    Strong knowledge of  Accessories and  Aftersales benefits *
•    Strong knowledge of key competitors in accessory market *
•    Passion for automotive industry
•    Strong knowledge of  connectivity systems and tools like Pass.
•    Strong verbal and written communication skills
•    Able to confidently converse and present product features to customers live (via Video)
•    Able to show empathy and provide support to  customers.
•    Strong interpersonal skills to develop working relationships with internal stakeholders.
•    Ability to learn new processes and skills quickly and mentality for process improvements.
•    Problem Solving ability.
•    Proficiency in current CRC tools
•    Proficiency in Microsoft Excel, Word, and Outlook
•    Be able to cope with high workload and manage conflicting demands.
•    Work effectively with peers across the business.