PA- Customer Care

Inviting applications for the role of Process Associate, Customer Care

In this role, As a Customer Service Representative specializing in automotive services, you will play a critical role in ensuring customer satisfaction and building positive relationships with our clients.

Responsibilities
Answering incoming calls and assisting customers with their automotive service inquiries and issues
Providing accurate and helpful information about our automotive services
Scheduling service appointments and coordinating with customers and service technicians.
Resolving customer concerns and complaints with professionalism, patience, and a focus on problem resolution
Documenting customer interactions, appointments, and feedback in our CRM system
Collaborating with colleagues and Service Advisors to ensure seamless service delivery
Meeting or exceeding established performance metrics, including call response time and customer satisfaction
Assisting with administrative tasks, such as data entry, appointment confirmations, and follow-up calls
Communicating important service or maintenance updates to customers

Qualifications we seek in you
Minimum Qualifications
High school diploma or equivalent; automotive or technical background is a plus.
Excellent problem-solving and decision-making abilities.
Ability to remain calm, empathetic, and patient under pressure.
Proficiency in using call center software, CRM systems, and automotive service management tools.
Strong attention to detail and organizational skills.
Flexibility to work in shifts and handle a high call volume.
A passion for delivering excellent customer service, especially in the context of automotive services.
Knowledge of automotive terminology, service procedures, and industry trends is an advantage.

Preferred Qualifications/ Skills
Proven customer service experience, preferably in the automotive industry.
Strong communication skills, both verbal and written.