Customer Service Representative
Job Summary
Primarily responsible for scheduling appointments, assisting customers with concerns, and processing orders to ensure satisfaction. Manages warranty claims, handles communications, and supports the whole service department. Requires a college degree and 1-2 years of relevant experience.
Responsibilities
- Schedule appointments and assist customers
- Process orders and handle warranty claims
- Manage incoming/outgoing calls and leads
- Resolve customer complaints and inquiries
- Maintain customer accounts and records
Required Skills
- Good communication skills
- Excellent analytical and planning skills
- Good customer service and interpersonal skills
- Hard worker and self-motivated
Job Details
Primarily responsible for scheduling appointments and assisting customers in their concerns, suggests options or information about other products and services. Processes order, prepares correspondences and fulfills customer needs to ensure customer satisfaction and provides support for the whole service department. Responsible for ensuring timely processing and coordination of warranty claims of the dealership.
MAJOR RESPONSIBILITIES:
1. Encodes and maintains customer accounts by recording account information to the monitoring system.
2. Assists in resolving products and services concerns by determining the cause of the problem, explaining the best solution and ensuring timely resolution of the customer’s concerns.
3. Recommends potential products or services to management by collecting customer information and analyzing customer needs.
4. Prepares product or service reports by collecting and analyzing customer information
5. Contributes to team effort by accomplishing related results as needed
6. Manages incoming / outgoing calls and generate service leads.
7. Identifies and assesses customers' needs to achieve satisfaction
8. Builds sustainable relationships of trust through open and interactive communication
9. Provides accurate, valid and complete information by using the right methods/tools.
10. Handles complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure timely resolution.
11. Keeps records of customer interactions, process customer accounts and file documents
12. Follows communication procedures, guidelines and policies.
13. Ensures customers’ engagement.
14. Attends to customers’ phone calls and queries.
15. Answers questions about warranties or terms of service sale.
16. Persuades customer to reconsider cancellation, if any.
17. Informs customer of latest deals and promotions.
18. Works with service manager to ensure proper customer service is timely delivered.
19. Close out or open call records. Compile reports on overall customer satisfaction.
20. Complies to ISO policies and procedures.
21. Performs other tasks assigned by the immediate head or Group General Manager.
EDUCATION
Graduate of any College degree
EXPERIENCE
1-2 years of experience
KNOWLEDGE
Good in communications skills. Excellent in analytical and planning skills.
SKILLS
Good customer service skills Interpersonal skills
CHARACTER
Hard worker, Self-motivated