Job Description
Key Responsibilities
- Handle inbound and outbound customer enquiries, feedback, and complaints via phone, email, WhatsApp, social media, and other communication channels.
- Provide clear, accurate, and professional explanations regarding customer concerns, warranty coverage, service processes, and related automotive matters.
- Maintain professional, empathetic, and solution-oriented communication with customers at all times.
- Manage escalated cases, including service-related concerns, dissatisfaction cases, and critical customer issues, ensuring timely and effective resolution.
- Record, monitor, track, and update customer cases accurately within the CRM system in accordance with company standards.
- Conduct first-level case investigation by gathering relevant information, identifying root causes, and recommending appropriate resolutions.
- Coordinate closely with dealers, service advisors, technical te...