Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
JOB PURPOSE:
To conduct outbound calls for service reminders or repairs through dedicated 800 lines. Receive bookings to load workshops in line with production attended hours and maximize opportunity for team sales. Job holder should be able to communicate accurate information and cross sell existing service promotions, and contribute to customers retention initiatives.
KEY ACCOUNTABILITIES: Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks
- Execute daily target of outbound calls in order to achieve required quota of service booking. Job holder should be able to answer customer enquiries about service schedules and related items, as well as generating accurate service notifications and customer data /system updates.
- Attend to customer enquiries regarding car status, products, services, promotions, locations and contact details of branches. In case of technical enquiries, this needs to be referred in a timely manner to team supervisor.
- Courteously receiving customer concerns, and collecting relevant information in order to escalate to team supervisor
- Convey a professional image of AFM by following set scripts and telephone etiquette standards.
- To show flexibility and abide by assigned shift schedules, in order to maintain availability levels in the call centre, and ensure timely
- response to customers, and welcome them with enthusiasm and courtesy.
- Awareness of service rules and warranty conditions. As well as being updated with recent promotions in order to pass on accurate information.
Job Requirements
Minimum Qualifications and Knowledge:
- High School education
- SAP and CRM knowledge is an advantage
Minimum Experience:
- Minimum 2 years work experience
- Experience in an customer service or call center role is preferred.
Job-Specific Skills:
- Time management
- Work to deadlines
- Can work on own initiative
- Good communication skills
- Arabic speaking advantage but not essential
Behavioural Competencies :
- A team player
- Excellent Interpersonal Skills
- Cultural awareness
- Able to build strong relationships
