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Automotive Customer Experience Specialist
3 weeks ago
Are you a customer-focused individual with excellent communication skills? Do you have experience in the automotive industry and possess strong analytical and problem-solving abilities?
As an Automotive Customer Service Professional, you will play a key role in ensuring customer satisfaction by addressing complaints and inquiries promptly. You will manage daily customer requests through a shared mailbox and provide support across multiple channels.
Key Responsibilities:
- Manage daily customer requests through a shared mailbox and provide member support across multiple channels.
- Ensure customer satisfaction by addressing complaints and inquiries promptly.
- Conduct product sales and process returns and related requests.
- Identify and assess customers' needs to achieve satisfaction.
- Handle customer complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
- Maintain records of customer interactions, comments, and complaints.
- Provide feedback to management regarding customer issues, concerns, and emerging trends.
- Adhere to communication procedures, guidelines, and policies.
- Collaborate with a team of Customer Service Representatives and other departments to find appropriate solutions to problems.
- Develop and document knowledge into useful content.
- Continuously enhance knowledge of products and services.
Requirements and Skills:
- Demonstrated experience in customer service.
- Automotive repair, parts, and component knowledge (required).
- Technical or engineering experience.
- Proficiency in English.
- Strong analytical and problem-solving abilities to diagnose problems and propose effective solutions.
- Ability to multitask, prioritize tasks, and manage time efficiently.
- Maintain a positive, empathetic, and professional demeanor with customers.
- Customer-centered approach with adaptability to various customer personalities.
- Teamwork skills for working with team members and other departments.
- Ability to work remotely in shifts aligned with market operational hours.
- Digital literacy.
- Willingness to achieve goals and pursue self-improvement.
- Capability to perform effectively under pressure.
