Delivery Advisor- aftersales

Alghanim Industries - Food and Beverage; Gouvernement Hawalli; On-site; KWD 4,800 - 7,200; Full time

Job summary

A leading automotive service provider requires a Customer Service professional to ensure a seamless vehicle delivery experience for customers. You will inform customers of readiness and costs, greet on arrival, and explain findings and charges with clarity.

You will also educate customers on next services, encourage pre-booking, and conduct post-delivery satisfaction checks. Follow-up calls within 48 hours and logging in Kerridge CRM are essential to maintain customer relationships.

Qualifications

• 5 years experience in Customer Service.
• Graduate in any discipline preferably in hospitality industry.
• Good interpersonal and communication skills in English; Arabic is an advantage.
• Knowledge of Microsoft Office applications.

Responsibilities

• Inform customers when the vehicle is ready and explain costs by phone when possible.
• Greet customers and explain work performed and charges; report any unaddressed complaints.
• Advise on next service and importance of scheduling future visits.
• Ask customers to assess satisfaction using the prescribed format.
• Make follow-up calls within 48 hours of delivery; log and escalate if unsatisfied.
• Build healthy, profitable relationships through active listening.

Skills

Interpersonal skills

Communication skills

English proficiency

Arabic advantageous

Education

Bachelor’s degree in any field (Hospitality preferred)

Tools

Microsoft Office

Job description

Job Summary

To provide an outstanding customer experience at time of delivery of vehicles back to customer. To ensure each customer is satisfied from their visit to us and provide necessary feedback using prescribed formats for development of the satisfaction levels

Job Responsibilities

• Immediately on receipt of the information, inform the customer that the vehicle is ready. As much as possible the job details & costs should be informed on the phone. Confirm the delivery date/time and explain the advantage of coming on time. Log the call in Kerridge CRM module.
• Great the customers upon arrival and explain to him/her what job have been done and charges for each job. Also inform the customers which of the complaints have not been attended (if any) and why. Explain the findings, characteristics and any report using the job card made available before customer arrival.
• Advice the customers about the next service needed. Educate them about the benefits of making appointment for next visit. Thank the customer for the business and assure him our best attention at all times.
• Actively ask the customers if they are satisfied with the service received during this visit. Use the prescribed format for quick evaluation of the satisfaction level of the customer.
• Each customer who took delivery of their vehicles from us should receive a follow up call to ensure his / her satisfaction. Call should be placed within 48 hours of the vehicle delivery and log the call in Kerridge CRM. Module. If the customer is not satisfied, the customer case should be logged and forwarded to Manager for resolution.
• Establish healthy and profitable relationship with the customer. Listen actively to the feed back at all interaction with the customer.

Candidate Requirements

• 5 years experience in Customer Service
• Graduate in any discipline preferably in hospitality industry
• Good interpersonal and communication skills in English, Arabic is an advantage
• Knowledge of Microsoft office application