Customer Care Representative

Job Summary:

The position holder interacts with customers and provides information in response to customer queries with the objective of resolving customer issues in relation to the After Sales function. As part of the Company’s front-line customer care team, a high level of professionalism and exceptionally personalized customer relationship management is required at all times. Strict adherence to operating guidelines governing the portfolio is mandatory.

Duties/Responsibilities:

• Foster and build sustainable relationships and trust with customers through open, transparent and interactive communication.
• Displays high levels of customer service at all times thereby ensuring customer satisfaction and retention
• Record and manage in a centralized database all customer challenges brought to the attention of the Customer Care Department.
• Update Customer Comment field on the CDK system, noting all issues/feedback expressed by the customer.
• Investigate all complaints received from customers regarding repairs or other work performed on their vehicles.
• Prepare reports on all open customer matters and submit to the Customer Care Supervisor daily.
• Escalate to department supervisor/manager all matters relating to customers who intend to seek legal representation.
• Legal Matters – Collate and gather information such as, vehicle make, model, specification, age, service history and customer contact history for review by Customer Care Manager and Company Attorney.
• Update customer records in CDK at each touch-point noting changes in contact information such as telephone numbers and email addresses.
• Raise matters outside the position holder’s span of control for example, availability of spare parts and technical service issues to the level of Supervisor: Customer Care to ensure that all concerns are kept in the line of sight and attended to.
• Keep abreast of customer issues and communicate with the affected customer/s in a timely manner, providing accurate information and timelines for resolution.
• Work with relevant personnel at the service departments to schedule vehicles for routine maintenance and follow up to ensure that the customer’s appointment was kept and to ascertain vehicle progress status.
• Prepare various reports as requested by the Customer Care Supervisor/Manager.
• Adhere to the Company’s Health, Safety, Security and Environment (HSSE) Management System.
• Attend all scheduled meetings between the Customer Care Department, Spare Parts and Service Departments.
• Any other duty assigned from time to time.

Qualifications and Experience

• Minimum of Five CXC subjects including English Language and Mathematics.
• Certificate in Customer Relationship Management.
• Proficient in the full suite of Microsoft Office.
• A minimum of two years’ experience demonstrated in a fast-paced customer service environment.
• Demonstrated listening, communication (oral and writing) and problem-solving skills

Competencies/Job Competency Profile:

• The ability to prepare reports.
• The ability to multi- task.
• Full appreciation for the concept of teamwork.
• Problem Solver.
• The ability to interact with persons from varied “backgrounds”

REF: J.C