Customer Service Hub Support
5 days ago
Job Description:
Inbound & Outbound Communication:
- Customer Support: Handle inbound and outbound calls, assist customers with inquiries, resolve concerns, and provide 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 or more years of experience with customer service: phones, chat, email channels.
- Experience working with a Car Dealership company is a plus.
- Proficiency in using Customer Relationship Management (CRM) software and scheduling tools.
- Strong customer service orientation with the ability to empathize and address customer concerns effectively.
- 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.
- Excellent communication skills, both verbal and written.
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