Customer Care Support

Job Title: Customer Care Support

Department: F&I Retention Engine

Reporting Line: F&I Assistant Manager

Branch: Head Office

Job Summary

To perform all duties as designated by F&I and be able to carry out the functions of the department independently and without prejudice.  

The key areas are as below:

Day to Day Operations

• Receiving and booking of all customers incoming calls for appointment (sees to it that all appointment incoming calls are being handled).  
• Prepare appointment slips for the Insurance team.
• Remind customers of their scheduled service appointments.
• Monitoring and recording of appointment “show-up” and “no-show” customers against the units received (TUS).  
• For booked but no-show customers, remind them again of their periodic maintenance and insist on rebooking them of the appointment.  
• Make a daily list of customers for the maintenance reminder routine.  
• Remind customers that the vehicle is due for insurance renewals (through telephone calls) and based on the Monthly Churn listing.  
• Ensure the mobile app NBT Services is properly being always utilized by all users and customers.

Action Oriented

• Demonstrated enthusiasm, drive, and determination to get ahead and pursue goals energetically; shows self-confidence and optimistic outlook; acts initiative and takes responsibility for one’s own work and for the safety of others.  

Adaptability

• Shows awareness for one’s own strengths and weaknesses’ works comfortably in uncertain conditions with no or little direction and information; accepts new ideas and supports changes initiative; adapts or changes one’s opportunities to improve; can absorb new information and learn new techniques; maintains stable performance under pressure and in stressful work situations.

Communication

• Encourages communication throughout the organization; shares information with others and clearly communicates awareness of strengths and weakness and admits mistakes; and maintains relationships with people at all levels in the organization. 

Customer Focus / Quality

• Focuses on identifying and meeting customer’s needs by taking their interests and complaints seriously; Delivers prompt, efficient and personalized service; Shows empathy and understanding for others’ view; and ensures professional, high quality work standards are met; Accepts criticism without hostility or defensiveness and uses it constructively to move forward. 

Time and Task Management

• Manages time effectively and shows punctuality; completes tasks on time; structures work activities in a systematic way; Respects and follows company policies; shows organizational commitment; Ensures safety at the workplace; shows receptiveness to being managed and co-operate willingly; Demonstrates detailed job knowledge. Manual; ability and technical expertise in one’s own area. 

General

• Ensures proper documentation of all receiving activities. 
• Ensure and practice the outmost protection of office confidentiality. 
• Ensures the security and maintenance of a clean and organized filing system. 
• Assists in monthly inventory counts and reconciliation. 
• Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing prompt follow-up. 
• Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules and regulations established in the employee handbook and the company policies concerning fire, health & safety. 
• To report for duty punctually wearing the correct uniform. 
• To maintain a high standard of personal appearance and hygiene and adhere to the company and department grooming standards. 
• To comply with local legislation as required. 
• To attend training sessions and meetings as and when required. 
• To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to their departments/areas if required, to meet business demands and service needs. 
• Maintains positive guest and colleague interactions with good working relationships. 
• Exercise responsible management and behavior always and positively representing the company. 
• Respond to request to undertake any reasonable tasks and secondary duties to changes as dictated by the company, industry, and company.