Duties and Responsibilities:
- Customer Assistance for inquiries and complaints.
- Regularly checking and promptly replying to customer inquiries and All TIQ related SNS platforms.
- Maintain monthly reports on customer inquiries, responses, and feedback to develop customer service analytics and trends.
- Customer data analyzing and creating flash reports and status reports for CAC activities. (By MS Excel or other programs).
- Handle a variety of customers’ general and serious complaints using the Toyota 7 Steps of Complaint Handling.
- Some Complaint cases, travel to customer city and handle it in dealer Site.
- Support Dealers CRM department by on job support.
- Establishing and cultivating a customer-first mind.
- Monitor the dealership Appointment Rate and Maintenance Reminders to continuously improve it.
- Conduct customer surveys about the customer satisfaction index (CSI) and Sales Satisfaction Index (SSI).
- Support Dealers by providing them SSC Parts Details within 5 minutes.
- Managing all customer Inquiries tickets received from the website or Mobile Applications.
- Provide Support to Toyota Iraq Loyalty Program Customers.
- Independently Handle Customers Incoming Phone Calls, Inquiries, and Complaints.
- Securing Customers Information and treating it as highly classified Info.
Total professional years of experience:
Languages required:
- Arabic
- Kurdish (Sorani and Bhadini)
- English
Education required:
Nationality:
Skills (Technical & Soft):
- Telephone skills
- Communication skills (listening, questioning)
- Customer orientation and ability to adapt/respond to different types of characters
- Complaint handling skills
- Analyzing information
- Ability to stay calm when customers are stressed or upset.
- Comfortable using computers.
- Experience working with customer support.
More Information
