Leads Engagement Specialist

BYD BY 1826 (SUNTEC) PTE. LTD.; Singapore; Hybride; SGD 33 000 - 60 000; Plein temps

Avantages offerts par ce poste

5-day workweek

Basic + Incentive

Weekend rotation

Rewarding compensation

Résumé du poste

BYD BY 1826 (SUNTEC) PTE. LTD. in Singapore seeks a proactive automotive customer service specialist to support customers across phone, email and WhatsApp. You will help with information provision, appointment scheduling, and meticulous record-keeping to ensure quality service.

You will manage inquiries, provide product knowledge, escalate complex issues to senior staff, and follow up to confirm customer satisfaction, contributing to high service levels.

Qualifications

• Automotive knowledge including systems and service procedures.
• Excellent verbal and written communication skills.
• Strong customer focus and service orientation.
• Analytical problem-solving abilities for complex issues.
• Detail-oriented documentation of interactions and issues.

Responsabilités

• Respond to customer inquiries about automotive products and services via phone, email, and WhatsApp.
• Offer accurate information on BYD vehicles and service procedures.
• Assist customers in scheduling service appointments with dealerships or repair centers.
• Maintain detailed records of customer interactions, service requests, and resolutions in the helpdesk system.
• Stay updated on automotive industry trends, vehicle models, and service procedures to provide informed support.
• Identify and escalate complex or unresolved issues to senior support.
• Gather and document customer feedback to help improve automotive services and address recurring issues.
• Conduct follow-up communications to ensure customer satisfaction and resolve concerns.

Connaissances

Automotive knowledge

Communication

Customer focus

Problem solving

Attention to detail

Formation

High school diploma or equivalent

Description du poste

Join the Winning Brand!

• Rewarding compensation awaits you!
• Basic + Incentive
• 5-Days workweek
• Rotation shift including weekend shift.

As the first point of contact for customers seeking assistance with their automotive needs, you’ll play a key role in managing appointment scheduling, rescheduling, and addressing various customer inquiries. Your goal is to ensure every customer interaction is handled with care and professionalism, providing top-tier service and ensuring a high level of satisfaction throughout the process.

Key Responsibilities:

• Customer Assistance: Respond to customer inquiries about automotive products and services via phone, email, and WhatsApp.
• Information Provision: Offer accurate information on BYD vehicles and service procedures.
• Appointment Scheduling: Assist customers in scheduling service appointments with dealerships or repair centers, ensuring a smooth process.
• Record Keeping: Maintain detailed records of customer interactions, service requests, and resolutions in the helpdesk system.
• Product Knowledge: Stay updated on automotive industry trends, vehicle models, and service procedures to provide informed support.
• Escalation: Identify and escalation complex or unresolved issues to senior support.
• Feedback Collection: Gather and document customer feedback to help improve automotive services and address recurring issues.
• Follow-Up: Conduct follow-up communications to ensure customer satisfaction and resolve their concerns.

Required Skills:

• Automotive Knowledge: Strong understanding of automotive systems.
• Communication: Excellent verbal and written communication skills to convey information and support.
• Customer Focus: Dedication to delivering exceptional customer service and ensuring a positive experience for each customer.
• Problem-Solving: Strong analytical skills to diagnose and address complex automotive issues.
• Attention to Detail: High level of accuracy in documenting customer interactions and issues.

Qualifications:

• Education: A high school diploma or equivalent is required; additional coursework or certification in automotive technology or a related field is preferred.
• Experience: Previous experience in automotive customer service, technical support, or a related role is highly desirable.
• Certifications: Relevant certifications, such as ASE (Automotive Service Excellence), are a plus.

Work Environment:

• Depending on company policies, this role may involve working in an office environment, remotely, or a combination of both.