Contact Center Executive - Mercedes Benz

Responsibilities

• Answer or make calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Participate in CLM reports preparation.
• Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Build a lasting relationship with clients and other contact center team members based on trust and reliability.
• Utilize software, databases, scripts, and tools appropriately.
• Understand and strive to meet or exceed contact center metrics while providing excellent consistent customer service.
• Make sales or recommendations for products or services that may better suit client needs.
• Coordinate with IT in maintaining a central customer database across all automotive departments
• Perform routine activities in accordance with agreed deadlines and standards and discharge any other task assigned by superiors in a timely and effective manner.
• Assist colleagues and foster an environment of teamwork and collaboration.
• Contribute to the department’s development by providing timely suggestions and feedback.
• Make requisite attempts to handle customer complaints in a prompt and effective manner and as per company policies and practices and escalate cases to his/her superior if required.
• Take part in training and other learning opportunities to expand knowledge of company.

Educational Qualification

• Bachelor’s degree in any discipline

Experience

• Years of Experience: 1 - 5 Years
• Field of Experience: Customer Service

Skills

• Problem Solving & Result Orientation
• Customer Orientation
• Teamwork & People Management
• Communication & Interpersonal Effectiveness
• Process Excel & Quality Focus
• Automotive Dealership Industry Knowledge
• Business Etiquette and Image
• Bilingual communication and MS Skills

Job Remarks

• Preferred Language: English, Arabic
• Job Country: Kuwait
• Duty Shift / Timings: One Shift / 8:00 am to 5:00 pm