Leads Engagement Specialist
2 weeks ago
BYD by 1826Job Overview:
As an Automotive Leads Engagement Specialist, you will be the primary point of contact for customers seeking assistance with automotive-related issues, including scheduling of appointment, changing of appointment and other duties. You will provide a high level of customer satisfaction in all interactions.
Key Responsibilities:- Customer Assistance: Respond to customer inquiries related to automotive products and services via phone, email, whatsapp.
- Information Provision: Offer accurate information on BYD vehicle and service procedures.
- Appointment Scheduling: Assist customers in scheduling service appointments with dealerships or repair centers, ensuring a smooth process.
- Record Keeping: Maintain detailed records of customer interactions, service requests, and resolutions in the helpdesk system.
- Product Knowledge: Stay updated on automotive industry trends, vehicle models, and service procedures to provide informed support.
- Escalation: Identify and escalate complex or unresolved issues to senior support as needed.
- Feedback Collection: Gather and document customer feedback to help improve automotive services and address recurring issues.
- Follow-Up: Conduct follow-up communications to ensure customer satisfaction and resolution of their concerns.
- Automotive Knowledge: Strong understanding of automotive systems.
- Communication: Excellent verbal and written communication skills to clearly convey information and support.
- Customer Focus: Dedication to delivering exceptional customer service and ensuring a positive experience for each customer.
- Problem-Solving: Strong analytical skills to diagnose and address complex automotive issues.
- Attention to Detail: High level of accuracy in documenting customer interactions and issues.
- Education: High school diploma or equivalent; additional coursework or certification in automotive technology or a related field is preferred.
- Experience: Previous experience in automotive customer service, technical support, or a related role is highly desirable.
- Certifications: Relevant certifications such as ASE (Automotive Service Excellence) are a plus.
- This role may involve working in an office environment, remotely, or a combination of both, depending on company policies.
Product Knowledge
Analytical Skills
Exceptional Customer Service
Attention to Detail
Automotive Industry
Customer Satisfaction
Automotive Technology
Customer Focus
Customer Service
Scheduling
Service Excellence
Appointment Scheduling
Technical Support
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