Job description

Long Description

Job Summary

To provide an outstanding customer experience at time of delivery of vehicles back to customer. To ensure each customer is satisfied from their visit to us and provide necessary feedback using prescribed formats for development of the satisfaction levels

•    Immediately on receipt of the information, inform the customer that the vehicle is ready. As much as possible the job details & costs should be informed on the phone. Confirm the delivery date/time and explain the advantage of coming on time. Log the call in Kerridge CRM module.
•    Great the customers upon arrival and explain to him/her what job have been done and charges for each job. Also inform the customers which of the complaints have not been attended (if any) and why. Explain the findings, characteristics and any report using the job card made available before customer arrival.
•    Advice the customers about the next service needed. Educate them about the benefits of making appointment for next visit. Thank the customer for the business and assure him our best attention at all times.
•    Actively ask the customers if they are satisfied with the service received during this visit. Use the prescribed format for quick evaluation of the satisfaction level of the customer.
•    Each customer who took delivery of their vehicles from us should receive a follow up call to ensure his / her satisfaction. Call should be placed within 48 hours of the vehicle delivery and log the call in Kerridge CRM. Module. If the customer is not satisfied, the customer case should be logged and forwarded to Manager for resolution.
•    Establish healthy and profitable relationship with the customer. Listen actively to the feed back at all interaction with the customer.
 

•    5 years experience in Customer Service
•    Graduate in any discipline preferably in hospitality industry
•    Good interpersonal and communication skills in English, Arabic is an advantage 
•    Knowledge of Microsoft office application