Customer Care Agent - IML

Closing Date: 20 August 2022

Customer Care Agent - IML

Basis: Full Time
Reference No: IML/CCA – 07/22

Industrial Motors Ltd specialises in Automotive and has an exciting opportunity for an enthusiastic Customer Care Agent to join our dynamic team. This position is on full-time basis and is suited to individuals that are looking to advance their career in customer care.

The job requires the candidate, as part of a team, to be responsible for the constant communication with our customers, handle the administration of warranty and recall operations and also ensuring that the company’s quality standards and core values are being implemented and adhered to.

Tasks: 

Manage the customer journey through all process touchpoints.

Assist customers' requests received through e-mails and telephone calls and ensure that customers are served to the highest possible standards and in a timely manner.

Retain a constant communication line between the company and customers to ensure that customers are constantly informed of what work is being done on their vehicle and what is the next expected step.

Ensure that all requests and complaints are handled in a timely manner and that such requests and complaints are recorded, documented and closed using the designated ticketing system.

Coordinate daily bookings, for both servicing and repairs requests, and ensure that both service centres are properly booked to minimise technician idle times.

Perform a daily variety of calls, from appointment reminders to service bookings, parts arrivals and ‘no show’ clients.

Accurately apply warranty conditions and entering into the dealerships automated system and liaise with manufacturer when in doubt

Processing warranty paperwork to ensure documentation and verifying criteria required by factory or distributor

Ensure that all warranty exchanged parts are adequately stored

Reviewing warranty claims and correcting any errors

Give advice to the workshop on cases of recall and warranty as required and as stipulated by the manufacturer

Ensure correct renditions of warranty claims with Franchise and applicable reporting on defective parts

Maintaining good working relationships with the Service and parts Departments

Ensure that customer satisfaction is prioritised with regards to recall campaigns and that these are performed within stipulated time frames

Keeping abreast of all factory recalls and announcements

Reconciling all warranty receivables and working with the accounting department to obtain payments

Liaise with the service Manager to ensure the technical implementation of recall campaigns

Handle rejected claims according to dealership and/or manufacturer specifications and follow up on outstanding claims

Ensure adequate liaison with the body/paint shop where this is involved in warranty work and recall campaigns

Maintaining all service and customer records as required by the warrantor

To attend any required training organised by the Company

 

Knowledge

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction

 Administrative -  Knowledge of principles or administrative processes and document management. Being able to follow brand specific procedures and be organised effectively, timely and as per instructions.

 English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar

 

Skills: 

Knowledge

 

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

 

Administrative -  Knowledge of principles or administrative processes and document management. Being able to follow brand specific procedures and be organised effectively, timely and as per instructions.

 

English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar

 

Qualifications and Experience: 

O’ Level passes in English, Maltese and Mathematics

 

Benefits:

Health Insurance

Loyalty Card

Specialized Training Locally or Abroad

 

All personal data will be treated in strict confidence.

Interest candidates are kindly requested to fill in the form below.

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