Customer Care Support Agent Isando

Full job description

Manage high volumes of incoming and outgoing calls, WhatsApp messages, and emails.

Build and maintain sustainable relationships and trust with customers through clear, empathetic, and effective communication.

Provide appropriate solutions and alternatives within set time limits (complaints: 48 hrs, breakdowns: 24 hrs).

Proactively follow up on unresolved breakdowns and complaints to ensure closure.

Log, assess, and escalate complex complaints and queries to the Manager when necessary.

Log and dispatch breakdowns to relevant dealers and track resolution progress.

Proactively engage with dealers to resolve VOR (Vehicle Off Road) cases within 48 hours.

Maintain accurate records of VOR cases and submit reports daily before 06:30 AM.

Take, type, and distribute meeting minutes for management approval within the same day.

Follow up, Update and distribute VOR packs daily before 7:00 AM.

Submit weekly reports on VOR and breakdown data to supervisor [management.

Maintain records of customer interactions, including complaints, inquiries, and resolutions.

Provide weekly reports to management on complaints, breakdowns, and dealer compliance.

Submit agent-related documents (e.g., antecedence/clock-in reports, leave updates, etc.) timely.

Industries: Human Resources

Function: Others