Responsibilities:
- Customer Assistance for inquiry and complaint.
- Regularly checking and promptly replying to customer inquiries and All TIQ related SNS platforms.
- Maintain monthly reports on customer inquiries, responses, and feedback to develop customer service analytics and trends.
- Customer data analyzing and creating flash reports and status reports for CAC activities. (By MS Excel or other programs)
- Handle variety of customers general and serious complaint using the Toyota 7 Steps of Complaint Handling.
- Some Complaint cases, travel to customer city and handle it in dealer Site.
- Support Dealers CRm department by on job support.
- Establishing and cultivating a customer first mind
- Monitor the dealership Appointment Rate and Maintenance Reminder to continuously improve it
- Conduct customer surveys about the customer satisfaction index (CSI) and Sales Satisfaction Index (SSI)
- Support Dealers with by providing them SSC Parts Details within 5 minutes.
- Managing all customer Inquiries tickets received from website or Mobile Application.
- Provide Support Toyota Iraq Loyalty Program Customers.
- Independently Handle Lexus Customers Incoming Phone Calls, Inquiries and Complaints.
- Securing Customers Information and treating it as highly classified Info.
Goals:
- customers with complaints and questions, give customers information about products and services, take orders, and process returns. By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales.
- Knowing our products inside and out so that you can answer questions.
- Communicating and coordinating with colleagues as necessary.
- Ensure customer satisfaction through post follow up action
- Ensure that a company delivers the highest standards of service to customers by deal directly with customers’ inquiries and complaints.
- Avoid customer dissatisfaction through received the complaints and handle it.
Qualifications:
- Telephone skills
- Communication skills (listening, questioning)
- Customer orientation and ability to adapt/respond to different types of characters
- Complaint handling skills
- Analyzing information
- Ability to stay calm when customers are stressed or upset.
- Comfortable using computers.
- Experience working with customer support.
Address
Mosul Rd, Next to 120 Rd Erbil, Iraq
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