Job Title: Customer Call Back
Organisation: Daks Toyota
Duty Station: Kampala, Uganda
About US:
Daks Toyota, we deal in Automotive and an authorized service Centre for Toyota Uganda. Daks Toyota offers a full range of garage services to vehicle owners in Uganda. All mechanic services are performed by highly qualified mechanics. We can handle any car problem.
Job Summary: The Customer Call Back will be responsible for managing customer inquiries and feedback post-service. This role plays a vital role in ensuring customer satisfaction by addressing concerns, providing follow-up information, and resolving any issues that may arise.
Key Duties and Responsibilities:
- Handle Customer Inquiries: Receive and respond to customer inquiries received via phone calls, emails, or social media platforms. Provide prompt and accurate information regarding repairs, warranty, service procedures, or other related topics.
- Address Customer Concerns: Listen attentively to customer complaints or concerns, acknowledge their feedback, and address them effectively in a respectful and empathetic manner. Offer appropriate solutions or escalate issues to relevant team members if necessary.
- Coordinate with Service Technicians: Collaborate with the service technicians to obtain accurate information about repair status, expected completion time, and any additional details to update customers regarding their vehicles’ progress.
- Arrange Customer Call Backs: Schedule follow-up calls with customers to ensure their satisfaction with the service provided. Address any remaining concerns or queries and provide necessary updates about their vehicles.
- Maintain Customer Records: Accurately document customer interactions, feedback, and any actions taken to resolve issues. Ensure precise and up-to-date customer records for future reference.
- Collaborate with the Service Manager: Work closely with the service manager to discuss recurring customer issues or concerns and identify areas for improvement in service delivery or processes.
Key Performance Indicators (KPIs):
- Customer Satisfaction Score (CSAT): Measure the level of customer satisfaction based on feedback and surveys.
- Response Time: Evaluate the average time taken to respond to customer inquiries or complaints.
- First Call Resolution (FCR) Rate: Assess the percentage of customer inquiries or concerns resolved during the initial contact.
- Call Quality: Measure the quality of interactions with customers, including professionalism, empathy, accuracy, and problem-solving abilities.
- Customer Retention: Evaluate the rate of customers returning for repeat services after their initial contact.
Qualifications, Skills and Experience:
- The applicant must hold a Degree or Diploma in Automotive and power, Mechanical Engineering or related field.
- Knowledge of automotive industry of not less than five years’ experience.
- Having worked as MD’S personal Assistant or secretary will be added advantage.
- Excellent communication, interpersonal and organizational skills
- Should be of high integrity.
- Customer focused, with analytical and problem solving.
- Flexible, willing to work to deliver business targets.
NB: Ladies are encouraged to apply.
How to Apply:
All candidates should send their applications with copies of curriculum vitae in one document to: Human Resources, Daks Toyota, Plot 64 Kira Road opposite Uganda museum via Email to: [email protected]
Deadline: 14th February 2024.
NB: Only shortlisted candidates will be contacted. Interviews will be on a rolling basis. Any form of canvassing shall lead to automatic cancellation of application.
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