Vehicle Purchase Program Analyst

Jobtailor; Taguig; On-site; PHP 279,000 - 446,400; Full time

Job summary

General Motors is seeking a detail-oriented VPP customer support specialist in the Philippines to provide timely resolution of inquiries and maintain strict case management discipline. You will support VPP processes, communicate with employees, dealers, retirees, and other stakeholders, and ensure adherence to SLAs and confidentiality.

Responsibilities include using the knowledge base to resolve issues, logging all inquiries, preparing daily reports, and updating process documents to support VPP

Qualifications

• Bachelor's degree in any field
• Proficient reading and writing in English
• Strong communication abilities
• Ability to juggle multiple tasks and meet deadlines
• Detail-oriented with sound judgment and data analysis
• Willingness to work night shifts
• Organize and prioritize workload effectively
• Maintain composure in a fast-paced environment

Responsibilities

• Deliver excellent customer experience by resolving VPP inquiries accurately and timely
• Support VPP processes with high attention to detail
• Serve as a reliable contact for employees, dealers, retirees, and other VPP stakeholders
• Use knowledge base and procedures to resolve inquiries
• Follow case management processes and document all inquiries
• Monitor open tasks and ensure timely resolutions
• Adhere to VPP regulations, policies, and procedures
• Prepare daily reports on priorities, aging cases, and needs
• Maintain and update VPP process documents
• Uphold high-quality standards and SLAs
• Ensure confidentiality of sensitive information
• Align actions with General Motors vision and values

Skills

English proficiency

Communication skills

Multitasking

Attention to detail

Stress management

Organizational skills

Night shift readiness

Deadline-driven

Education

Bachelor's degree

Tools

Case Management Tool

Knowledge Base

Job description

• Deliver an excellent customer experience through timely and accurate resolution of Vehicle Purchase Program (VPP) inquiries, aligned to VPP service standards and customer experience goals.


• Support VPP-related processes with high attention to detail and accuracy in all deliverables.


• Act as a reliable and responsive point of contact for employees, dealers, retirees, eligible participants, and other VPP stakeholders while maintaining effective communication and follow-through.


• Resolve inquiries by utilizing available tools, desk procedures, program guidelines, and other reference materials within the knowledge base.


• Strictly follow established processes for case management and issue resolution, including logging and documenting all inquiries in the case management tool.


• Monitor open tasks and cases before due dates to avoid delays in processing and resolution.


• Adhere to established regulations, policies, procedures, plans, and systems related to VPP administration.


• Prepare required daily reports to monitor priorities, aging cases, and operational needs for the day.


• Maintain and update process documents and desktop procedures to support VPP operations.


• Ensure high-quality standards for all activities, initiatives, and tasks.


• Adhere to all Service Level Agreements (SLAs) established for VPP case management and customer support.


• Maintain confidentiality of employee, customer, dealer, and department information according to established practices.


• Know, understand, incorporate, and demonstrate the vision and values of General Motors in behaviors, practices, and decisions.

Requirements

• Bachelor's degree graduate in any field


• Can read and write English fluently


• Good communication skills


• Ability to handle multiple tasks, meet established deadlines, and work with composure in a fast-paced environment


• Strong attention to detail, with the ability to use judgment, data analysis, experience, knowledge, and independent thinking


• Willingness to work in a fast-moving, dynamic environment


• Ability to organize and prioritize workload effectively


• Ability to manage stressful situations without affecting work quality or relationships with leads and colleagues


• Amenable to working night shift

Core Competencies

Demonstrates strong attention to detail and effective communication skills while managing multiple tasks in a fast-paced environment. Proficient in case management and adhering to established processes and service level agreements for customer support.

Highest-signal resume keywords

• Case Management


• Customer Experience


• Attention To Detail


• Effective Communication


• Data Analysis

ATS Optimization Keywords

Soft Skills

• Good Communication Skills


• Ability To Handle Multiple Tasks


• Ability To Organize And Prioritize Workload


• Ability To Manage Stressful Situations

Industry Keywords

• Vehicle Purchase Program


• Service Level Agreements


• VPP Administration


• Operational Needs


• Confidentiality

Tools & Technologies

• Case Management Tool


• Knowledge Base