Handle inbound and outbound customer enquiries, feedback, and complaints via phone, email, WhatsApp, social media, and other communication channels.
Provide clear, accurate, and professional explanations regarding customer concerns, warranty coverage, service processes, and related automotive matters.
Maintain professional, empathetic, and solution‑oriented communication with customers at all times.
Manage escalated cases, including service‑related concerns, dissatisfaction cases, and critical customer issues, ensuring timely and effective resolution.
Record, monitor, track, and update customer cases accurately within the CRM system in accordance with company standards.
Conduct first‑level case investigation by gathering relevant information, identifying root causes, and recommending appropriate resolutions.
Coordinate closely with dealers, service advisors, technical teams, and other...