Customer Care Agent

Overall Purpose

The job requires the candidate to be responsible for the constant communication with our customers, whilst also ensuring that the company’s quality standards and core values are being implemented and adhered to.

Main Duties & Responsabilities

• Manage the customer journey through all process touchpoints.
• Assist customers' requests received through e-mails and telephone calls and ensure that customers are served to the highest possible standards and in a timely manner.
• Retain a constant communication line between the company and customers to ensure that customers are constantly informed of what work is being done on their vehicle and what is the next expected step.
• Ensure that all requests and complaints are handled in a timely manner and that such requests and complaints are recorded, documented and closed using the designated ticketing system.
• Coordinate daily bookings, for both servicing and repairs requests, and ensure that both service centres are properly booked to minimise technician idle times.
• Perform a daily variety of calls, from appointment reminders to service bookings, parts arrivals and ‘no show’ clients.
• The list of main duties and responsibilities in this accountability profile is not necessarily exhaustive nor is it necessarily in order of importance; nor is any of this accountability profile permanent and/or immutable.

Educational and skill requirements

• Excellent verbal and written communication
• Customer-oriented
• Pro-active
• Teamwork
• Problem solving
• O’ Level passes in English, Maltese and Mathematics
• Possess a sound knowledge of the automotive technical industry

Job benefits

• Health Insurance
• Loyalty Card