What You Will Do
• Develop and achieve customer support objectives by contributing to strategic plans, resolving problems, identifying customer trends, audit compliance, and implementing the required change
• Manage end-to-end Telesales operations including inbound and outbound calls, emails, WhatsApp and other sources of leads.
• Liaise with cross-functional team (Part Advisors, Counter Supervisors, Regional Manager etc.) for sales support, leads and customer concerns
• Monitor Key Performance Indicator (KPIs) regularly to achieve the financial and non-financial targets/commitments.
• Handle customer queries, complaints, and conflicts effectively and help team-members with challenging customer issues.
• Identify requirements of team, train, develop & motivate them through feedbacks and communications and make them to respond customer professionally and efficiently.
• Set goals for team and evaluates individual performance reviews and overall team effectiveness with reporting manager
• Support in staff recruitment, identify their training needs and plan training session.
• Develop and enhance the business process for section and ensure the entire operation is fully compliance to company standards.
• Study and evaluate data to improve processes, ensure all resources are properly allocated, and maximize efficiency and customer satisfaction
• Prepare reports and analyze data to assist management in determining customer support center performance and goals
• Perform other responsibilities as and when required for the business and operation.
Required skills to be successful
• Expert in using Electronic Parts Catalogue (EPC)
• Experience in automotive after-sales parts / products is preferred
• Strong communication skills, active listening, and phone etiquettes
• Proficiency with technology, software applications, CRM and IVR systems.
About the Team
Reporting to the Dealer Operations Manager and managing a team of telesales coordinators. You will be working in a dynamic and busy After Sales environment wherein you will be dealing directly with different Stakeholders across the organization.
What equips you for the role
• University graduate or equivalent , MBA is plus.
• 5–10-year experience in automotive industry and at least 3 years on supervisor level, managing the team
• Experienced in automotive products, especially knowledge of Spare Parts
• Expertise in Electronic Parts Catalogue, multiple brand knowledge would be plus.
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