Leads Engagement Specialist

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 escalate 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.