Customer Care Associate

About the role

The Customer Care Associate will be the first point of contact for visitors to the Service Department, ensuring a welcoming experience and efficient handling of inquiries. This role supports the service team by managing phone calls, appointments, and customer communications across multiple channels.

Key responsibilities

• Answer incoming phone calls in the Service Department promptly and route them to the appropriate service advisor.
• Schedule service appointments, capturing customer name, address, phone, and email details.
• Direct customer complaints to the Customer Care Administrator or Service Manager as needed.
• Greet customers upon arrival, direct them to Service, Bodyshop, or Tyre departments, and maintain a waiting list.
• Manage reservation records, send reminder calls, and follow up on no‑show appointments.
• Handle WhatsApp inquiries, update status messages, and promote department specials.
• Conduct campaign recall calls following provided scripts and schedule repairs.
• Perform weekly customer satisfaction surveys, compile reports, and share CSI results with management.
• Collaborate with other departments and perform any additional duties assigned by the Customer Care Administrator.

Required profile

• Strong verbal communication skills for phone and face‑to‑face interactions.
• Ability to accurately record customer information and manage reservation data.
• Attention to detail when directing calls, handling complaints, and following scripts.
• Proactive approach to reminding customers of upcoming services.

Required skills

What we offer

• Opportunity to work in a customer‑focused environment within the automotive service sector.
• Engagement with a team dedicated to delivering high‑quality service.