الصفحة الرئيسية الإمارات العربية المتحدة Customer Service Representative
الصفحة الرئيسية الإمارات العربية المتحدة Customer Service Representative
Customer Service Representative
تفاصيل الوظيفة
Roles and Responsibilities
- Customer Inquiries and Issue Resolution:
- Respond to customer inquiries via phone, email, live chat, or in-person, addressing questions about products, services, policies, or account details.
- Resolve customer issues, complaints, or concerns promptly, ensuring a positive experience.
- Provide accurate information and explain policies, procedures, and product details clearly to customers.
- Order Processing and Support:
- Assist with order placement, cancellations, returns, and exchanges, ensuring the process is smooth and efficient.
- Help customers track their orders, process payments, and provide updates on order status or delays.
- Handle billing inquiries, payments, and account adjustments as necessary.
- Technical Assistance:
- Provide basic troubleshooting or technical support for customers experiencing issues with products, services, or software.
- If applicable, assist with product installations, service setups, or account setup.
- Documentation and Record-Keeping:
- Document customer interactions, including inquiries, complaints, feedback, and resolutions, in the company’s CRM (Customer Relationship Management) system.
- Keep accurate records of customer information, transactions, and service requests to ensure continuity and follow-up.
- Escalation and Follow-up:
- When necessary, escalate complex issues to higher-level customer service agents, technical support, or management.
- Follow up with customers to ensure their issues have been resolved and that they are satisfied with the service provided.
- Product and Service Knowledge:
- Stay up-to-date on company products, services, and promotions in order to provide accurate and helpful information.
- Continuously learn about changes in policies, products, or services to ensure the best customer experience.
- Customer Feedback Collection:
- Gather customer feedback, suggestions, or complaints and report them to management for potential improvements.
- Participate in surveys or quality assessments to help the company improve its customer service processes.
- Maintain Positive Customer Relationships:
- Build rapport with customers, showing empathy and understanding when addressing concerns.
- Ensure customer satisfaction by following up on complaints and ensuring resolutions are satisfactory.
- Compliance and Data Protection:
- Ensure compliance with company policies, legal requirements, and industry regulations, especially related to customer privacy and data protection.
- Handle sensitive customer information securely and ensure that all conversations are documented according to legal and company standards.
- Cross-Selling or Upselling (optional):
- In certain roles, Customer Service Representatives may be asked to cross-sell or upsell additional services, upgrades, or products based on customer needs or preferences.
Desired Candidate Profile
What You Will Do- Ask questions and record customer requests without delay.
- Collect accurate symptoms of complaints from the customer for quick resolutions at the workshop.
- Empathize and clarify customer requests.
- Check workshop situation and promise delivery time.
- Check and ensure accordance of invoice and work performed.
- Inform customer after work completion and agree on pick-up time.
- Provide clear explanation of the job done and invoice and guide to the cashier.
- Promote value-added services.
- Resolve customer concerns at the earliest time and ensure satisfaction.
- Minimum of 3 to 5 years’ experience as a Service Advisor in an automotive dealership.
- Technical knowledge to provide up-to-date technical information in response to customer inquiries.
- Excellent customer service, willing to go the extra mile.
- Strong English communication skills.
- Diploma or Degree in Technical school / Certificate/ Diploma in Automobile / Mechanical Engineering.
- Minimum of 3 to 5 years’ experience in the automotive industry or similar role.
- A broad-based knowledge to service as a reliable consultant is essential for this role.
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الشركة المعلنة عن الوظيفة
Al-Futtaim Automotive
-
Customer Service Skills Diploma Study 365180 درهممدة الدورة التدريبية: Upto 70 Hours
-
Customer Service Essential Certificate Alpha Academy92 درهم
1,028 درهممدة الدورة التدريبية: Upto 3 Hours
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