Customer Response Representative

Job description / Role

About You

The Customer Response Representative’s role is to ensure the strict application of client program specifications, arrangements, and agreements. Also, you need to ensure that the department meets and exceeds performance targets, maintaining positive, long-lasting client, customer, service provider, and dealer relations.
Your primary responsibility is to provide prompt and efficient customer support to customers who require immediate assistance with their vehicles. You will be responsible for receiving incoming calls, accurately assessing the situation, and coordinating the necessary services to ensure the safety and timely resolution of roadside emergencies.

Goal of this role

• To provide exceptional customer service and ensure customer satisfaction by efficiently and effectively addressing customer inquiries, concerns, and requests.
• To focuses on resolving customer issues, maintaining a high level of professionalism, and upholding the company's reputation for excellent customer support.
• Communicate effectively with colleagues, service providers, and other departments, sharing information, providing assistance, and contributing to a positive team environment.
• Troubleshooting of minor vehicle problems over the phone, providing guidance and instructions to customers to help them resolve simple issues independently.

Required Education, Qualification, and Experience

• Completed education.
• 1-year working experience within technical areas or 1-year working experience within automotive OEM customer service or 3 years working experience within premium customer service with an affinity for technical/automotive topics at the same time.
• Desired: experience with luxury brands and customer relationship management systems (CRM).

Preferred Education, Qualification, and Experience

• Completed education, high school diploma or equivalent.
• Vocational training related to customer service, or the automotive field is preferred.
• Experience in the automotive industry, particularly with roadside assistance or a related field, can also be beneficial.

About the Company

We are the region’s leading provider of innovative motorist support solutions that contribute to positive vehicle ownership experiences.

Our services help to create unforgettable customer experiences which in turn forge strong connections and relationships between ‘Consumer’ and ‘Brand’.