Customer Service Representative

دوام كامل في Al-Futtaim Automotive في UAE

نُشرت يوم February 2, 2025

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.

Required Skills To Be Successful

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.

About The Team The role will report to the Service Manager and you will be working in a busy workshop environment wherein you will be dealing directly with Workshop Supervisor, Controller, Foreman & Technicians on a daily basis. What Equips You For The Role

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

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تفاصيل الوظيفة

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Desired Candidate Profile

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