Senior Customer Care Consultant

2 days ago

Clark Freeport Zone Pampanga Philippines MVP Asia Pacific Inc. Full time $40,000 - $60,000 per year

Key Responsibilities:

Leadership & Mentorship

  • Serve as the first point of escalation for complex customer issues, providing guidance and resolution support to the team.
  • Mentor and support junior Customer Service Support team members, assisting with training and onboarding new hires.
  • Provide feedback and coaching to improve team performance and enhance customer service quality.
  • Assist in monitoring team performance metrics and identifying opportunities for process improvements.

Inbound & Outbound Communication

  • Customer Support: Handle inbound and outbound calls, assisting customers with inquiries, resolving concerns, and providing accurate information about our services.
  • Service Reminders: Proactively contact customers approaching their service due date to schedule timely appointments.
  • Missed Appointments: Follow up with customers who have missed their scheduled service to arrange a new booking and minimize delays.
  • Lapsed Services: Re-engage customers who have significantly exceeded their service intervals, encouraging them to return for necessary maintenance.
  • Promotional Campaigns: Conduct service-related call campaigns, including warranty reminders, special offers, and promotional events, to increase workshop bookings.
  • Customer Follow up calls: Perform this duty when requested/required.

Chat & Email Support

  • Respond promptly to customer inquiries via chat and email, offering assistance with service appointments, general queries, and scheduling requests.

Appointment Coordination

  • Manage appointment bookings efficiently, aligning customer preferences with available time slots and service requirements.

Customer Experience & Engagement

  • Deliver a professional and customer-focused experience, ensuring each interaction is positive and solution-oriented.

Data Accuracy & Management

  • Maintain up-to-date and accurate records of customer interactions, appointment details, and communications within dealership systems and databases.

Qualifications:

  • 2 years or more experience with Customer service: Phones, Chat, Email channels.
  • 2 years or more experience as Senior Customer Service Support or Team Leader capacity/role.
  • Experience working with Car Dealership company will be an advantage.
  • Strong customer service orientation with the ability to empathize and address customer concerns effectively.
  • Proficiency in using customer relationship management (CRM) software and scheduling tools.
  • Excellent communication skills, both verbal and written.
  • Attention to detail and accuracy in data entry and documentation.
  • Time management skills to prioritize tasks and meet appointment scheduling targets.
  • Ability to work effectively both independently and as part of a team in a fast-paced environment.

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