Customer Care Associate

Job description

Welcome to a workplace where every individual passionately believes in their mission! At our company, commitment extends beyond tasks; it's about infusing every action with purpose. We are dedicated to bringing unparalleled passion and customer focus to every facet of our business, creating an environment where your contribution truly matters. Answering Phones within the Service Department: To answer the telephone in the Service Department promptly met, and channeled in a timely manner to the most suitable resource that can treat with their specific needs. Direct phone calls to the respective service advisor on request. Making appointments for our general services – clarifying name, address, telephone numbers and email address. Directing complaints if the request is for a supervisor or Manager - to the Customer Care Administrator. In her absence the Service Manager. Meet and greet customers on arrival to the Service Department To ensure that quality service is provided to all visitors and customers of Courtesy Garage Limited’s Service Reception Area, and that the environment in the Reception Area is conducive to the provision of such service. Direct customers to either the Service, Bodyshop or Tyre Department depending on their service requirements. Keep a record of ‘Customers Waiting” as their services are being completed. Notify the respective service advisor of customers waiting for their assistance. Point person to direct Shuttle customers to their respective advisors. Managing Reservations. To ensure that customers are notified about their upcoming service and all the necessary information is logged into the database in a timely manner. Contacting customers prior to their schedule service dates as a friendly reminder. Preparing the daily reservations for distribution the next day ensuring that all reservations are at security point for evening drop off and morning drop off. Following up on the “No Show “reservation and rescheduling as directed. Managing WhatsApp To follow-up on queries via the Whatsapp Platform and information disseminated to customers regarding specials and promotions in the Department Review and answer customer inquiries. Update WhatsApp Status to promote specials offered by the Service Department. Campaign Recalls. Contacting customers to schedule Campaign Recall as directed by Management. Explaining the campaign according to the script provided. Identify the date and allotted time for repair to be done. Customer Satisfaction Survey A log of customers that present with complaints is kept Calling customers on a weekly basis to identify any areas of concern with the service provided. Weekly report to be submitted to the Customer Care Advisor and Service Manager. All CSI results will be shared with Management . To perform any other related duties as directed by the Customer Care Administrator All assignments are conducted to agree standards. To co-operate with the other departments of Courtesy Garage Limited (Rentals, Sales, Accounts, Parts, Accounts) to ensure the effective sales, servicing and repair of vehicle. Embark on a journey with us, where every day brings new opportunities for growth and success. If you thrive in a dynamic environment and want to be part of a team that celebrates achievements, come, be a part of our story. Your career adventure starts here!