Customer Call Back job at Daks Toyota

Customer Call Back.

Job overview:
He or she will be responsible for managing customer inquiries and feedback post-service. This role plays a vital role in ensuring customer satisfaction by addressing concerns, providing follow-up information, and resolving any issues that may arise.

Responsibilities:
1. Handle Customer Inquiries: Receive and respond to customer inquiries received via phone calls, emails, or social media platforms. Provide prompt and accurate information regarding repairs, warranty, service procedures, or other related topics.
2. Address Customer Concerns: Listen attentively to customer complaints or concerns, acknowledge their feedback, and address them effectively in a respectful and empathetic manner. Offer appropriate solutions or escalate issues to relevant team members if necessary.
3. Coordinate with Service Technicians: Collaborate with the service technicians to obtain accurate information about repair status, expected completion time, and any additional details to update customers regarding their vehicles’ progress.
4. Arrange Customer Call Backs: Schedule follow-up calls with customers to ensure their satisfaction with the service provided. Address any remaining concerns or queries and provide necessary updates about their vehicles.
5. Maintain Customer Records: Accurately document customer interactions, feedback, and any actions taken to resolve issues. Ensure precise and up-to-date customer records for future reference.
6. Collaborate with the Service Manager: Work closely with the service manager to discuss recurring customer issues or concerns and identify areas for improvement in service delivery or processes.

Key Performance Indicators (KPIs):
1. Customer Satisfaction Score (CSAT): Measure the level of customer satisfaction based on feedback and surveys.
2. Response Time: Evaluate the average time taken to respond to customer inquiries or complaints.
3. First Call Resolution (FCR) Rate: Assess the percentage of customer inquiries or concerns resolved during the initial contact.
4. Call Quality: Measure the quality of interactions with customers, including professionalism, empathy, accuracy, and problem-solving abilities.
5. Customer Retention: Evaluate the rate of customers returning for repeat services after their initial contact.

Reports Format:
The customer call back person should prepare regular reports to track performance and provide insights to management. The reports may include the following sections:
1. Summary: Provide an overview of the total number of customer inquiries received during the reporting period.
2. Response Time Analysis: Present data on average response times for different communication channels (phone, email, etc.), highlighting any areas that require improvement.
3. Customer Satisfaction Analysis: Include CSAT scores and customer feedback summaries to assess overall customer satisfaction levels.
4. First Call Resolution Rate: Display the percentage of customer issues resolved during the initial contact, separated by categories or reasons for escalation.
5. Call Quality Evaluation: Present a summary of call quality assessments, focusing on factors like professionalism, accuracy, empathy, and problem-solving abilities.
6. Customer Retention Analysis: Provide data on the number of customers returning for repeat services to evaluate customer loyalty and measure the effectiveness of the call back process.

Qualifications
• The applicant must hold a Degree or Diploma in Automotive and power, Mechanical Engineering or related field.
• Knowledge of automotive industry of not less than five years’ experience.
• Having worked as MD’S personal Assistant or secretary will be added advantage.
• Excellent communication, interpersonal and organizational skills
• Should be of high integrity.
• Customer focused, with analytical and problem solving.
• Flexible, willing to work to deliver business targets.
• Ladies are encouraged to apply.

Job application procedure
Submit your application with copies of curriculum vitae in one document to: Human Resources, Daks Toyota, Plot 64 Kira road opposite Uganda museum. Email: hr@dakscouriers.com Closing date: 14th Feb 2024. Only shortlisted candidates will be contacted. Interviews will be on a rolling basis. Any form of canvassing shall lead to automatic cancellation of application.

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