Customer Response Representative - UAE National

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 Skills
• Excellent communication skills: Strong verbal and written communication skills to effectively interact with customers and convey information clearly and concisely.
• Customer-centric approach: Ability to empathize with customers, actively listen to their concerns, and demonstrate a genuine desire to provide exceptional customer service.
• Problem-solving and critical thinking: Strong problem-solving skills to analyse customer issues, identify root causes, and propose appropriate solutions.
• Adaptability and flexibility: Ability to adapt to changing customer needs, multitask, and work efficiently in a fast-paced environment.
• Patience and resilience: Resilience to handle difficult or demanding customers, remaining calm and composed while finding effective resolutions.
• Team player: Ability to collaborate and work effectively with cross-functional teams to ensure a seamless customer experience.
• Attention to detail: Meticulous attention to detail to accurately capture customer information and document interactions in the CRM system.
• Time management and organizational skills: Effective time management skills to prioritize tasks, manage workload, and meet performance metrics.

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).

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’.