Customer Service Officer
Job Summary
The Customer Service Officer will handle inbound customer communications and schedule vehicle service appointments. This role involves resolving customer queries, managing complaints, and coordinating with various internal departments. The position requires maintaining high service quality and accurate documentation of all customer interactions.
Responsibilities
- Manage inbound customer communications
- Schedule vehicle service appointments
- Resolve customer complaints
- Coordinate with internal departments
Required Skills
- 2+ years customer service experience
- Excellent communication skills
- Active listening
- Problem-solving abilities
Job Details
Key Responsibilities
- Handle to all inbound calls, emails, and chat messages from customers promptly and professionally.
- Schedule and confirm vehicle service, maintenance, and other appointments.
- Promptly follow up on open cases to ensure timely closure.
- Attend to customer complaints and escalate complex cases to relevant department managers.
- Identify customer issues and route the case to the appropriate sales or service department.
- Maintain accurate records of daily cases attended and escalate recurring issues where necessary.
- Support outbound campaigns including service reminders and recalls when required.
- Collaborate with different departments to resolve customer queries efficiently.
- Uphold and maintain high service quality at all times.
Key Requirements
- Min. 2 years of experience in a customer service, call centre, or relevant.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Prior experience in the automotive industry is highly advantageous.
- Basic knowledge of automotive products, services, and terminology is a bonus.