Customer Assistance Center Operator

Компания "Summit Motors Central Asia"

MAIN PURPOSE OF THE JOB

Serve as the primary point of contact for customers, managing a high volume of inbound and/or outbound calls and online inquiries to provide accurate information and ensure a positive customer experience.

KEY DUTIES AND TASKS

• Receive and handle inbound calls, chats, messenger and social media inquiries, and emails in strict accordance with approved scripts and company standards.
• Provide consultation to customers on general inquiries, including but not limited to:

- Vehicle range, trim levels, pricing, current promotions and campaigns;

- Service maintenance, warranty, scheduled maintenance (TO), repairs, special service campaigns;

- Detailed information about official dealers;

- Training programs and events at the Toyota Academy, and other related topics.

• Handle customer complaints and claims: identify the root cause, resolve within authorized limits, and immediately escalate complex or non-standard cases to the supervisor.
• Conduct outbound calls in the following areas:

- Post-sales and post-service customer satisfaction surveys (NPS, CSI);

- Informing customers about new promotions, model launches, and special offers;

- Inviting customers to presentations, dealership events, and/or distributor events;

- Lead follow-up calls and lead qualification/sorting;

- Inviting customers to participate in special service campaigns, and other related topics.

• Achieve set performance targets and key performance indicators (KPIs), including:

- AHT (Average Handling Time);

- FCR (First Contact Resolution);

- Number of handled interactions/contacts;

- Number of successful outbound calls, and others.

• Register all customer interactions and requests in the CRM system;
• Maintain the accuracy and relevance of the customer database: updаtеcontact information and interaction history;
• Participate in training sessions, call listening / monitoring, and call review / debrief sessions;
• Strictly comply with internal company policies and personal data protection regulations (data privacy requirements);
• Perform other duties and tasks as assigned by the direct line manager.

REQUIRED SKILLS AND QUALIFICATIONS

• Higher or secondary professional education;
• At least 1 year of experience in a call center;
• Experience with omnichannel support (chat, email, social media, in addition to phone);
• Excellent verbal and written communication skills;
• Strong active listening skills;
• Attention to detail and responsibility;
• Customer-oriented approach;
• Friendly and empathetic behaviour;
• Ability to collaborate across departments and different teams;
• Good knowledge of Russian and Uzbek languages. Knowledge of English language is an advantage;

• Computer literacy: competent in working with Excel, CRM systems