TRACKER CAREER
Agent:
Customer Service (Motor Industry) X 3 Positions
Reference: track_000998
Apply by: 1 September 2023
Position summary
Industry: Automotive Sector
Job category: Customer Service
Location: Rosslyn, Gauteng
Contract: Fixed Term Contract
Before we begin:
At our Call Centre in Rosslyn, TRACKER is looking for someone to fill the role of a Customer Care/Sales Agent on a Fixed Term Contract.
Candidates must be able to provide a differentiated level of customer service to both internal and external customers to be considered for this position. (About Nissan)
The following are the primary responsibilities of this position:
To manage all incoming and outgoing calls relating to customer care and Fleet, including facilitating the entire process of providing customer care until a resolution is reached.
at all times to maintain a level of familiarity with the most recent Nissan/Datsun and Infiniti products, launches, campaigns, and the like.
To assist with any complaints or questions that have been received from customers.
To conduct oneself at all times with a high level of courtesy when using the telephone.
To continuously record all customer service cases within the appropriate Nissan software application.
To guarantee a high level of detailed information regarding any complaints or questions regarding customer service that are received.
To add all text messages, voicemails, and phone calls to your case in addition to the documents.
To promptly follow up with customers as well as any and all other parties involved.
To maintain a high level of customer satisfaction at all times, to the greatest extent possible, in relation to the problem that needs to be resolved.
In circumstances where specialized information is required in order to assist customers, to liaise with the relevant specialists who can provide that information.
When necessary, to bring cases that have been escalated to the attention of Management for the purpose of decision making.
for the purpose of providing timely feedback to customers.
In order to guarantee the timely resolution of all complaints and questions regarding customer service.
When necessary, to act as a liaison or mediator between Nissan Dealers and Nissan South Africa on behalf of the customer.
According to the Service Level Agreement (SLA), it is necessary to achieve a quality rating of 90% for case management and 90% for call quality.
in order to fulfill the Service Level Agreement’s requirement that no more than 3% of calls be ignored.
To achieve a level of productivity that is at least 95% of its potential.
To make a plan and organize the tasks at hand in priority order.
To comply with all policies, procedures, and processes established by the company and the client.
To supply the client (Nissan, Datsun & Infiniti SA) with an outsourcing service as part of our agreement.
To assist with any ad-hoc duties that your Supervisor or Manager may request of you at their discretion.
Responsibilities That Are Secondary to Others
In addition to checking and validating the Ipsos data that was obtained through the Nissan Voice of Customer Portal, the same day should see the conclusion of all confidential interviews.
Prepare a report in accordance with the Case Reporting Procedure. Make sure that the data is captured to a high standard in accordance with the information that was obtained from the Nissan Voice of Customer Portal.
Once the case has been recorded, the complaint should be closed on the Nissan Voice of Customer Portal in order to avoid a violation of the 48-hour Service Level Agreement.
Make sure to get in touch with the client to find out if they still need assistance or if the problem has been solved to their satisfaction by the Dealer.
The case has been escalated to the appropriate line manager and deputy manager, and the APM and SPM will be copied in on any system notifications sent to the dealer. A follow-up call must be made in order to ascertain the action plan that the Dealer intends to implement in order to repair and reestablish their relationship with the Customer.
Maintain timely communication with the customer as well as the dealers and any other relevant parties.
In the event that the customer cannot be reached, there must have been at least three attempts made to get in touch with them, which may have included sending an email or a text message.
Case needs to be resolved on the Voice of the Customer Portal and Salesforce within 48 hours, which is equivalent to two days.
Should additional action be required, the details regarding the Customer, Vehicle, and Case need to be sent to CSC so that they can be handled further.
If you notice recurring patterns among the issues being faced by customers, escalate the situation right away.
The issue will be escalated to NSA management and the Customer Focus Manager.
Maintain a high level of customer satisfaction at all times and to the greatest extent possible in relation to the matter at hand.
To achieve a level of productivity that is at least 95% of its potential.
To comply with all policies, procedures, and processes established by the company and the client.
To assist with any ad-hoc duties that your Supervisor or Manager may request of you at their discretion.
The bare minimum in terms of experience, skills, and knowledge is as follows:
Matric with at least three years of experience working in a customer care contact center within the automotive industry Experience working within a CRM capacity is required.
Ability to use Microsoft Office and Outlook Desire to provide excellent service to customers
Effective communication abilities both orally and in writing
Superior capacity for exercising judgment
Paying attention to the specifics
Capacity to work independently and effectively under intense amounts of pressure Own reliable transportation
The availability of transport will be beneficial.
connection to the internet that is both reliable and uncapped, and the ability to work from home
Abilities or Skills:
Comprehensive familiarity with and comprehension of the automotive industry
A very high level of knowledge concerning the organization’s products and procedures is required.
A very high level of courtesy when using the telephone.
Highly developed abilities in working with people.
skills both cognitive and behavioral in terms of problem solving, reasoning, creativity, flexibility, and insight into the individuality of each person.
Perseverance and consistency in one’s actions.
The capacity to participate in learning that is accelerated with honesty.
A very high level of skills in the art of facilitating.
Capability to perform duties at a number of different organizational levels within the business.
Superior abilities in reading, speaking, and writing the English language.
Care and attention to every aspect.
Competence in assertive communication and the art of negotiation.
Having the qualities and skills of a leader.
Knowledge of computers and a fast typing speed are both desirable skills.
The desire to provide satisfactory service to the customer.
The ability to perform multiple tasks at once.
The capacity to remain calm in the face of a significant amount of pressure and to act with a sense of urgency even when unsupervised.
The capacity to function both independently and within a group setting when necessary.
To be self-driven and motivated, to show initiative, and to have a high level of energy is to have this trait.
The ability to work flexible hours and respond quickly to changing circumstances is required.
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