Agent: Customer Service (Motor Industry) X 2 Positions
Listing reference: track_000998
Listing status: Under Review
Apply by: 6 March 2024
Position summary
Job category: Customer Service
Location: Rosslyn
Contract: Fixed Term Contract
EE position: No
Introduction
TRACKER requires the services of a Customer Care/Sales Agent (Fixed Term Contract) at our Call Centre in Rosslyn. This position requires candidates who can deliver exceptional customer service to internal and external customers (Nissan).
Primary Responsibilities:
1. Handle all inbound and outbound calls related to customer care/Fleet, facilitating the complete customer care process until resolution.
2. Remain abreast of the latest Nissan/Datsun & Infiniti products, launches, campaigns, etc.
3. Assist with all customer complaints and queries received.
4. Maintain a high level of telephone etiquette at all times.
5. Log all customer care cases on the relevant Nissan software program.
6. Ensure a high standard of detailed information regarding customer care complaints and queries received.
7. Attach all e-mails and calls to your case as well as documents.
8. Follow up with customers and all other involved parties timeously.
9. Ensure customer satisfaction at all times, relating to the issue at hand ensuring resolution.
10. Liaise with the relevant specialists in situations where specialized information is required to assist customers.
11. Refer escalated cases to Management for decision making, when required.
12. Provide timely feedback to customers.
13. Ensure the timely resolution of customer care complaints and query management.
14. Liaise/mediate between Nissan Dealers and Nissan SA on behalf of customers, when required.
15. Achieve a quality rating of 90% for case management and 90% for call quality, as per the SLA.
16. Ensure that not more than 3% of calls are abandoned, as per the SLA.
17. Reach a productivity level of at least 95%.
18. Plan and prioritize tasks on hand.
19. Adhere to all Company and client policies, procedures, and processes.
20. Provide an outsourcing service to the client (Nissan, Datsun & Infiniti SA).
21. Assist with any ad-hoc duties as requested by your Supervisor or Manager.
Secondary Responsibilities
1. Check and validate Ipsos data received via the Nissan Voice of Customer Portal; all confidential interviews need to be closed the same day.
2. Log a case as per the Case Logging Process, ensuring capturing is of high standard as per the detail received from the Nissan Voice of Customer Portal.
3. Close the complaint on the Nissan Voice of Customer Portal to prevent Service Level Agreement breach of 48hrs.
4. Contact the customer to determine if assistance is required or if the matter was successfully resolved by the Dealer.
5. Escalate the case to the relevant line Manager and DP, with APM & SPM copied in on System Notifications to the Dealer. Telephonic follow-up is required to determine the Dealer’s action plan to rectify and rebuild the relationship with the Customer.
6. Liaise with the Customer, Dealers, and all involved parties timeously.
7. If the customer is not available, ensure 3 attempts to contact including SMS and e-mail to Customers need to be noted and attached on Salesforce.
8. Resolve the case within 48 hours (2 days) on the Voice of Customer Portal and Salesforce. If further action is required, send the Customer, Vehicle, and Case details to CSC for further handling.
9. Immediate escalation if commonalities in problems experienced by customers are observed. Escalate to NSA management/Customer Focus Manager.
10. Ensure customer satisfaction at all times, as far as possible, relating to the issue at hand.
11. Reach a productivity level of at least 95%.
12. Adhere to all Company and client policies, procedures, and processes.
13. Assist with any ad-hoc duties as requested by your Supervisor or Manager.
Experience, Skills & Knowledge:
1. Matric with at least 3 years’ experience in a customer care contact centre in the Motor industry.
2. Experience in a CRM role is compulsory.
3. Proficiency in MS Office & Outlook.
4. Strong verbal and written communication skills.
5. Strong judgment ability.
6. Ability to work independently and in a highly pressurised environment.
7. Own reliable transport will be advantageous.
8. Own uncapped stable internet connection (Work from home).
9. Extensive knowledge and understanding of the Motor Industry.
10. High level of knowledge relating to Product and Processes within the Organisation.
11. High level of telephone etiquette.
12. Highly developed interpersonal skills.
13. Cognitive and behavioural skills regarding problem solving, reasoning, creativity, flexibility, and insight into the uniqueness of all individuals.
14. Consistency and perseverance.
15. Ability to engage in accelerated learning integrity.
16. High level of facilitation skills.
17. Ability to function at various levels within the business.
18. Excellent communication, listening, and writing skills.
19. Assertiveness and negotiation skills.
20. Leadership qualities and skills.
21. Computer literacy and a high typing speed.
22. Desire for customer satisfaction.
23. Ability to multi-task.
24. Ability to handle high levels of stress and demonstrate a sense of urgency, without supervision.
25. Ability to operate independently as well as in a team.
26. Self-driven and motivated, demonstrating initiative and a high energy level.
27. Ability to work flexible hours and act within short notice periods.
#J-18808-Ljbffr