Customer Service Representative - Commercial Vehicles
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Key skills for this role
About the Role
Provide customer support, resolve complaints, manage relationships, and ensure data accuracy while collaborating with various teams to enhance customer satisfaction.
Key Skills for This Role
Responsibilities
- Respond to customer inquiries through telephone, email, WhatsApp, and walk in interactions
- Resolve customer concerns professionally and ensure timely updates
- Document and investigate customer complaints, coordinating with internal departments
- Build and maintain customer relationships to support retention
- Maintain accurate customer records in CRM and ERP systems
- Prepare customer service reports and highlight recurring concerns
- Coordinate with Sales, Aftersales, Parts, Operations, and Finance teams
Requirements
- Experience in customer service or related field
- Strong communication and interpersonal skills
- Ability to handle complaints and resolve issues
- Proficiency in CRM and ERP systems
Full Job Posting
Customer Support
- Respond to customer inquiries through telephone, email, WhatsApp, and walk in interactions.
- Provide accurate information regarding products, services, pricing, and company policies.
- Resolve customer concerns professionally while delivering a positive customer experience.
- Ensure customers receive timely updates throughout their service journey.
Complaint Resolution
- Receive, document, and investigate customer complaints.
- Coordinate with internal departments to ensure prompt resolution of customer issues.
- Follow up with customers to confirm satisfaction and successful issue resolution.
- Escalate complex concerns when required while maintaining ownership of the customer experience.
Customer Relationship Management
- Build strong, lasting relationships with customers through professional communication.
- Support customer retention by delivering consistently high service standards.
- Identify opportunities to improve the overall customer experience.
- Promote a customer first culture in every interaction.
Data Management and Reporting
- Maintain accurate customer records within Customer Relationship Management and Enterprise Resource Planning systems.
- Prepare customer service reports and highlight recurring customer concerns.
- Ensure data accuracy, confidentiality, and compliance with company standards.
Coordination and Operational Support
- Work closely with Sales, Aftersales, Parts, Operations, and Finance teams to coordinate customer requests.
- Monitor service progress and ensure commitments are delivered within agreed timelines.
- Support continuous improvement initiatives that enhance customer satisfaction and operational efficiency.
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