Customer Response Representative

Job Description

<p><strong>About Us</strong></p><p><br></p><p>Vehicle | Motorist | Fleet Assistance | Digital Roadside Assistance</p><p><br></p><p>We are a group of companies and for over 20 years we have been providing innovative vehicle, motorist and fleet support services across the MENA region.&nbsp;We own and operate a 24/7 emergency response centre, a fleet of recovery vehicles and a digital dispatch system. Our strength lies in the unmatched customer experience we provide and the efficiency with which we deliver our services.&nbsp;We are very proud to have set the standard for success in our industry and are the leaders in our field.&nbsp;We are now extending our services across the region to a larger B2C audience via our digital product and are planning to expand our range of products and services.</p><p><br></p><p><strong>About You</strong></p><p><br></p><p>As a Customer Response Representative, your role is to ensure the strict application of client program specifications, arrangements, and agreements. Also, you need to ensure that the department meets and exceeds performance targets, maintaining positive, long-lasting client, customer, service provider, and dealer relations.</p><p>Your primary responsibility is to provide prompt and efficient customer support to customers who require immediate assistance with their vehicles. You will be responsible for receiving incoming calls, accurately assessing the situation, and coordinating the necessary services to ensure the safety and timely resolution of roadside emergencies.</p><p>&nbsp;</p><p><strong>Goal of this role</strong></p><p><br></p><ul><li>To provide exceptional customer service and ensure customer satisfaction by efficiently and effectively addressing customer inquiries, concerns, and requests.</li><li>To focus on resolving customer issues, maintaining a high level of professionalism, and upholding the company’s reputation for excellent customer support.</li><li>Communicate effectively with colleagues, service providers, and other departments, sharing information, providing assistance, and contributing to a positive team environment.</li><li>Troubleshooting minor vehicle problems over the phone, providing guidance and instructions to customers to help them resolve simple issues independently.</li></ul><p>&nbsp;</p><p><strong>Major Responsibilities</strong></p><p>&nbsp;</p><ul><li>Responding to incoming calls from customers who require emergency roadside assistance. Maintain a professional and empathetic demeanour while gathering relevant information from callers.</li><li>Evaluating the nature of the customer’s request or emergency, listening attentively, and asking relevant questions to determine the appropriate course of action.</li><li>Dispatch the necessary assistance, such as tow trucks, or roadside technicians, to the location specified by the customer.</li><li>Communicating with service providers and relaying information accurately.</li><li>Offering immediate guidance and support to customers by providing instructions on how to handle specific situations or mitigate risks until assistance arrives.</li><li>Assisting customers in identifying and resolving minor vehicle issues over the phone, such as battery jump-starts, flat tire repairs, or vehicle lockouts, if possible.</li><li>Maintaining accurate records of all customer interactions, including relevant details about the incident, actions taken, and services provided.</li><li>Ensuring that data is entered into the appropriate systems accurately and promptly.</li><li>Following established company guidelines, protocols, and standard operating procedures to deliver consistent and high-quality service.</li><li>Adhering to strict confidentiality standards when handling sensitive customer information.</li><li>Handle multiple incoming calls simultaneously and prioritize urgent situations based on their severity and potential risks to the customer’s safety.</li><li>Handling multiple incoming calls simultaneously and prioritizing urgent situations based on their severity and potential risks to the customer’s safety.</li></ul><p><strong>&nbsp;</strong></p><p><strong>Required Skills</strong></p><p><br></p><ul><li>Excellent communication skills: Strong verbal and written communication skills to effectively interact with customers and convey information clearly and concisely.</li><li>Customer-centric approach: Ability to empathize with customers, actively listen to their concerns, and demonstrate a genuine desire to provide exceptional customer service.</li><li>Problem-solving and critical thinking: Strong problem-solving skills to analyse customer issues, identify root causes, and propose appropriate solutions.</li><li>Adaptability and flexibility: Ability to adapt to changing customer needs, multitask, and work efficiently in a fast-paced environment.</li><li>Patience and resilience: Resilience to handle difficult or demanding customers, remaining calm and composed while finding effective resolutions.</li><li>Team player: Ability to collaborate and work effectively with cross-functional teams to ensure a seamless customer experience.</li><li>Attention to detail: Meticulous attention to detail to accurately capture customer information and document interactions in the CRM system.</li><li>Time management and organizational skills: Effective time management skills to prioritize tasks, manage workload, and meet performance metrics.</li></ul><p><br></p><p><strong>Required Education, Qualification, and Experience</strong></p><p><br></p><ul><li>Completed education.</li><li>1-year working experience within technical areas or 1-year working experience within automotive OEM customer service or 3 years working experience within premium customer service with an affinity for technical/automotive topics at the same time.</li><li>Desired: experience with luxury brands and customer relationship management systems (CRM).</li></ul><p><strong>&nbsp;</strong></p><p><strong>Preferred Education, Qualification, and Experience</strong></p><p><br></p><ul><li>Completed education, high school diploma or equivalent.</li><li>Vocational training related to customer service, or the automotive field is preferred.</li><li>Experience in the automotive industry, particularly with roadside assistance or a related field, can also be beneficial.</li></ul><p><br></p><p>Please send your CVs to careers@menaa.com</p>