Customer Contact Specialist

Company: MCV INDUSTRY ( egypt)-

Job Purpose:

As a Customer Contact Consultant, you are an essential member of the Aftersales Service team as you ensure the quality of the entire customer-oriented service process

Job Duties and Responsibilities:

• 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
• Advise customers on service operations and remind them of previous or unfinished work
Present additional services, options, and service products (eg
• , service contracts, warranties)
• Offer an active reception/service lane and highlight advantages for customers
• 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
• Check availability of required parts and initiate orders
• 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
• Gather feedback on customer experience and report findings to the Service Manager
• Support service and marketing initiatives for customer acquisition
• Assist customers with inquiries regarding repair progress, part pricing, and accessories
• Follow up on no-show customers and reschedule appointments

Job Skills and Abilities:

• Basic knowledge of Sales or Customer Relationship Management techniques
• Basic automotive technical knowledge would be an advantage
• Good computer skills
• Patient
• Team player

Qualifications:

• Bachelor's degree in any discipline
• 0-3 years of experience
• Previous employment in a service or customer contact area for example would be an advantage