- Respond to service requests via various communication channels (phone, emails, or dealership website) and record customer and vehicle data.
- Provide specialized information on the subject of services and products and respond to queries about service-relevant issues on behalf of the Sales team.
- Coordinate with internal and external customers and specialists as needed.
- Update or create customer and vehicle data in the system during calls.
- Prepare workshop preorders and ensure all necessary documentation is ready for Service Advisors.
- Check service team availability and schedule appointments efficiently.
- Ensure proper appointment spacing and reserve the required resources.
- Prepare the necessary arrangements for the appointments between the customer and the certified service advisor.
- Coordinate with the Customer Assistance and Contact Centers.
- Confirm customer agreements and determine payment methods.
- Conduct service follow-up calls to assess customer satisfaction and initiate complaint management if necessary.
- Support service and marketing initiatives for customer acquisition.
- Assist customers with inquiries regarding repair progress, part pricing, and accessories.
Bachelor's degree in any discipline. 1-3 years of experience in CRM/Customer Support/Customer Service is a MUST. Previous experience in an automotive industry would be an advantage.