Customer Resolution Specialist - Aftersales

Position Overview:

We are seeking a Customer Resolution Specialist to join our dynamic team in the automotive industry. This role is crucial in ensuring customer satisfaction by effectively addressing inquiries, tracking service metrics, and documenting customer feedback. The ideal candidate will have a passion for delivering exceptional customer service and a keen eye for detail.

Key Responsibilities:

• Customer Inquiries: Respond promptly and professionally to online customer inquiries via email, social media, and other digital platforms, ensuring accurate information and solutions are provided.
• Service Metrics Tracking: Monitor and analyze customer service metrics to assess performance and identify areas for improvement, contributing to the enhancement of our aftersales services.
• Documentation: Accurately document customer feedback, complaints, and suggestions in our CRM system, ensuring thorough records are maintained for future reference and analysis.
• Issue Resolution: Collaborate with internal teams to address and resolve customer issues, ensuring timely follow-up and communication to maintain customer satisfaction.
• Feedback Analysis: Gather and analyze customer feedback trends to develop actionable insights and recommendations for improving aftersales processes.
• Reporting: Prepare regular reports on customer service performance, trends, and insights for management review, helping to shape our customer service strategy.
• Continuous Improvement: Participate in training sessions and workshops to stay updated on product knowledge, service protocols, and industry trends, fostering a culture of continuous improvement.

Qualifications:

• Bachelor’s degree in Business, Communications, or a related field preferred.
• Proven 3 years minimum experience in customer service, preferably in the automotive industry or a related field.
• Strong analytical skills with experience in tracking and reporting service metrics.
• Excellent written and verbal communication skills.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to work collaboratively in a fast-paced environment and manage multiple priorities.
• Strong problem-solving skills and a customer-centric mindset.