On-site Automotive Support Advisor
at Majorel USA Inc

Job Description

Position Summary:

Perform accurate and efficient front-line contact center functions for automotive customers. Our client is a leading global automaker and mobility provider that offers clean, connected, affordable and safe mobility solutions.

Overall Responsibilities:

· Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs')

· Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

· Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

· Greet customers in a courteous, friendly, and professional manner using agreed upon procedure

· Maintain basic knowledge of client products and/or services

· Prepare complete and accurate work including appropriately notating accounts as required

· Participate in activities designed to improve customer satisfaction and business performance

· Offer additional products and/or services

· Track, document and retrieve information in call tracking database

· Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

· Handle Complaints and/or Fleet Assistance.

Job Requirements:

· Minimum 18 years of age

· High School or secondary school diploma (or equivalent) required; College, University or post-secondary diploma (or equivalent) preferred

· At least 1 year of customer service experience; contact center experience preferred

· Back-office experience preferred

· Demonstrated ability or aptitude to understand automotive/technical issues and terminology

· Positive attitude and a passion for customer care

· Patient and friendly with all types of customers

· Consistent level of professionalism and a conscientious nature

· Flexibility and adaptability to work in a fast-paced environment

· Ability to prioritize and manage own workload

· Strong written and verbal communication skills (good spelling, grammar; avoid slang and jargon)

· English Language proficiency

· Excellent telephone customer service etiquette

· Actively listens and asks probing questions to understand the customer's needs and determine the best course of action

· Excellent verbal communication skills, responding with appropriate feedback (avoid slang and jargon) -Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary

· Computer literacy - competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required);

· Ability to learn quickly in a dynamic environment, take own initiative and make decisions

· Typing speed: minimum of 35 words per minute

· Logical approach to problem resolution: gathers facts, takes corrective actions, escalates problems at the appropriate stage

· Flexible schedule availability

· Self-managed and disciplined

· Team player, working with the team to achieve objectives, friendly and approachable even when busy

· Ability to build relationships and collaborate with dealer personnel and internal stakeholders

· Personifies willingness to help