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Career Opportunities: Officer, Customer Relations (14366)
Kuwait
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This job description is a summary of the typical job duties and requirements that are essential to the evaluation of the job and is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. On occasion, individuals classified on this job may be required to perform functions of a higher or lower skill level not included in this job description.
Job Summary/Purpose
Provide customer service to the Parts customers ensuring highest customer satisfaction.
Job Responsibilities
- Attend customer queries related to parts prices, availability of parts, sales contacts, exchange and return policy etc.
- Coordinate with branch salesman in order to arrange delivery of parts for customer orders or requests.
- Maintain and update customer database.
- Follow up on delivering backordered parts, coordinate with Warehouse staff to check the status of backorders and arrange delivery of customer orders.
- Record customer calls/requests; prepare analysis report highlighting the most required unavailable parts for submission to Parts management for further action.
- Analyze customer queries/requests, prepare monthly report on the type of queries and customers, daily activities and submit to Sr. Manager, Parts and Accessories Sales.
- Study customer complaint received on VOC, contact Branch In-charge in order to resolve the complaint/suggestion and follow up with the customer to ensure customer satisfaction and forward to Parts Management to take appropriate action whenever necessary.
- Compile customer suggestions/ complaints from VOC and submit report to Parts Management on a monthly basis.
- Translate Part numbers/names from English to Arabic language for updating in Parts master.
- Prepare periodic and ad hoc reports and presentations.
- Document and maintain records of activities and process workflows on internal communication portals.
- Adhere to Al-Sayer Group policies and health and safety regulations.
- Perform other duties as requested by management.
Education - Primary
Diploma (12th Standard + 2 or 3 years Diploma)
Experience - Primary
3
Education - Alternate
Pre Degree / High School
Experience - Alternate
7
CPC Experience
1 year in previous grade
Lingusitic Abilities
Arabic
Techno-Functional Competencies
B-MS PowerPoint
S-Vehicles Components and Accessories - Service
B-Document Archival, Security and Management
S-General Repair
B-Vehicle Receiving Process
S-Periodic Maintenance
B-Business Writing
B-MS Excel
S-Body and Paint
B-Policies and Procedures
B-E Synergy
B-MS Word
B-Products and Services
Behavioral Competencies
5 - Achievement Orientation
5 - Problem Solving
5 - Customer Orientation
5 - Execution Excellence
5 - Personal Effectiveness
5 - Impact and Influence
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The information contained in this Job profile is the property of Al- Sayer Group. It must not be copied or used for commercial or other purposes without prior written consent of the Management of Al-Sayer Group.
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