Mercedes Contact Center Advisor

• Respond to (inbound& outbound) calls, emails, and online chats to address customer inquiries and resolve issues

promptly.

• Provide accurate product or service information and assist customers with processes or troubleshooting.
• Manage and resolve customer complaints with professionalism and adherence to company standards.
• Assist in processing customer orders, transactions, and service requests efficiently.
• Maintain up todate knowledge of company products, services, and policies, especially related to the automotive industry.

• Update and maintain customer records in the contact center database, ensuring accuracy.
• Document all customer interactions according to internal processes and guidelines.
• Participate in team meetings, training sessions, and ongoing activities to enhance customer service skills.
• Meet or exceed established performance goals, including metrics for call handling time, customer satisfaction, and other key
• performance indicators (KPIs).

• High school diploma or equivalent (High qualification).
• Previous experience in customer service or contact center role is preferred.
• Strong verbal and written communication skills with a clear and confident voice.
• Ability to handle high call volumes and manage multiple customer inquiries simultaneously.
• Basic computer skills and the ability to use contact center software, CRM tools, and Microsoft Office applications.
• Excellent problem-solving skills, with the ability to manage challenging customer situations.
• Strong attention to detail and the ability to maintain accurate records.
• A positive attitude, with the ability to remain calm under pressure.
• Ability to work well independently and collaboratively within a team.
• Availability to work flexible hours, including evenings, weekends, and holidays as needed.
• Previous experience with call center technologies.
• English language must be very good
• Experience in the automotive industry or related sectors is preferred.