Key Responsibilities
1. The key responsibilities of this role are outlined in this section.
2. Ensure that the duties are carried out in accordance with the relevant Service procedures and in in a timely manner.
3. Continuously strive to delight customers and work towards achieving the highest degree of customer satisfaction and are “Completely Satisfied”
4. Proactively seek and secure repeat business, referral and other available methods.
5. Ensure that records with customer information to ensure that the CRM database is fully and accurately maintained
Customer Interaction:
• Respond promptly to all Service customer enquiries, communications and requests.
• Answer the telephone swiftly within 3 rings and respond promptly to voicemail messages.
• Respond to emails and web lead within the prescribed timelines
• Deal satisfactorily with all customer queries within one working day of any query being raised, referring it to Service Management as necessary.
• Ensure that all paperwork and other communications to customers are clearly explained.
• Ensure complete satisfaction; “Completely Satisfied”
Authority Limits
• The Service Policy and Procedures Manual define the authority limits of this position.
• Authority to instruct administration staff in the processing of documentation and paperwork, in accordance with the policies and procedures.
• Authority to instruct and supervise staff and customers in situations of emergency or danger.
• To assist in the training of junior staff.
Communicating with other staff:
• Ensure that operational information is communicated clearly to all other appropriate departmental staff in accordance with the relevant procedure.
• Work effectively with other team members in order to provide cover and maintain continuity of service and ensure the Manager is aware of your personal whereabouts at all times.
Training and Development:
• Attend Al Ghandi, manufacturer and supplier training programmes as necessary to maintain product knowledge, particularly on new products, new and updated models, specifications and options, so to be able to present in an expert way to customers and other staff alike.
• Keep updated on competitors’ products,
• Keep updated on public perceptions of the industry, the dealership and its products.
Administration and Control of expense:
• Ensure all transactions are completely and accurately recorded. Ensure that all necessary paperwork and information is passed to the relevant department immediately.
• Ensure that all payments are complete and correct for each transaction
• Keep safe custody of all documentation, both customer and vehicle, and report any missing, inaccurate or defective records.
• To report any losses and/or damage immediately.
Customer Relations:
• Ensure that all customers are handled with total honesty and courtesy.
• Ensure that customers’ requirements are accurately qualified and met in full.
• Interact with all potential and actual customers so as to enhance the reputation of the company.
• Interact professionally and discreetly with third parties when discussing customers’ affairs.
• Ensure all customers are advised of delays, changes in circumstances
• Ensure that all customer interactions are handled in a timely and professional manner.
Authority Limits
• The Service Policy and Procedures Manual define the authority limits of this position.
• Authority to instruct administration staff in the processing of documentation and paperwork, in accordance with the policies and procedures.
• Authority to instruct and supervise staff and customers in situations of emergency or danger.
• To assist in the training of junior staff
Job Details
| Date Posted: | 2014-06-25 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Customer Service |
| Company Industry: | Automotive |
Preferred Candidate
| Career Level: | Mid Career |
| Gender: | Male |
| Nationality: | United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen |
| Degree: | Bachelor's degree / higher diploma |
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