Customer Care Support

JOB DESCRIPTION

Job Title: Customer Care Support

Department: Service - Afterales

Reporting Line: Service Manager/ Assistant Service Manager

Branch: KB Branch

Job Summary

To perform all duties as designated by Aftersales 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 Service Reception team (receptionists, service advisors, job controllers and Technical Leader – FIR).  
• Remind customers of their scheduled service appointments including Special Service campaign (SSC).  
• 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 periodic maintenance (through telephone calls) and based on the Monthly Churn listing.  
• Book all MRS successful calls into appointment.  
• Ensure the mobile app NBT Connect 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. 

QUALIFICATION REQUIREMENTS:

Education & Experience

• College diploma of equivalent
• Courses in sales, marketing, communication, or business.
• Previous experience in call centre or telemarketing environment.
• Acquired Customer service training certificate

Acquired Skills

• Communication – clear speaking voice, persuasive and professional tone.
• Active listening – understand customer needs and handling objections
• Customer Service – Courteous, patient and respectful even with difficult calls
• Computer literacy – familiar Microsoft programs
• Multitasking – Speaking while navigating screens, logging info, and following scripts.
• Time management – Efficient with high call volumes

Licensure