Greet customers on the phone in a friendly and professional manner.
Ascertain customers’ needs and services by listening to customer’s description of symptoms and clarifying description of problems in order to schedule service appointment.
Check vehicle maintenance records; examine service schedules, communicate with the service department managers and service advisors to obtain any needed information to complete an appointment and satisfy the customer’s needs.
Confirm scheduled appointments and re-schedule no show appointments and follow up post service contact with customer.
Contact customers based on current marketing initiatives.
Verify and update customer information in the database
Verify warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
Maintain good customer rapport by obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
Maintain knowledge of how to process loaners, valet services and how to properly schedule these services.
Meet or exceed targeted appointment goals & the targeted customer satisfaction index.
Update job knowledge by participating in educational opportunities; reading manufacturers’ publications.
Enhance organization reputation by accepting ownership for accomplishing new and different requests and further exploring opportunities to add value to job accomplishments.
Skills
Excellent communication skills, both English & Arabic.
Must have experience in customer service – automotive and an understanding of Mercedes-Benz products and services, technologies and workshop processes will be preferred.