BYD by 1826
Job Overview:
As an Automotive Helpdesk Customer Service Agent, you will be the primary point of contact for customers seeking assistance with automotive-related issues, including scheduling of appointment, changing of appointment and other duties. You will provide a high level of customer satisfaction in all interactions.
Key Responsibilities:
- Customer Assistance: Respond to customer inquiries related to automotive products and services via phone, email, whatsapp.
- Information Provision: Offer accurate information on BYD vehicle and service procedures.
- Appointment Scheduling: Assist customers in scheduling service appointments with dealerships or repair centers, ensuring a smooth process.
- Record Keeping: Maintain detailed records of customer interactions, service requests, and resolutions in the helpdesk system.
- Product Knowledge: Stay updated on automotive industry trends, vehicle models, and service procedures to provide informed support.
- Escalation: Identify and escalate complex or unresolved issues to senior support as needed.
- Feedback Collection: Gather and document customer feedback to help improve automotive services and address recurring issues.
- Follow-Up: Conduct follow-up communications to ensure customer satisfaction and resolution of their concerns.
Required Skills:
- Automotive Knowledge: Strong understanding of automotive systems.
- Communication: Excellent verbal and written communication skills to clearly convey information and support.
- Customer Focus: Dedication to delivering exceptional customer service and ensuring a positive experience for each customer.
- Problem-Solving: Strong analytical skills to diagnose and address complex automotive issues.
- Attention to Detail: High level of accuracy in documenting customer interactions and issues.
Qualifications:
- Education: High school diploma or equivalent; additional coursework or certification in automotive technology or a related field is preferred.
- Experience: Previous experience in automotive customer service, technical support, or a related role is highly desirable.
- Certifications: Relevant certifications such as ASE (Automotive Service Excellence) are a plus.
Physical Requirements:
- Ability to sit for extended periods and use a computer and phone.
Work Environment:
- This role may involve working in an office environment, remotely, or a combination of both, depending on company policies.
