Customer Service Associate
- Sphere Outsourcing
- 1 - 2 years
- Mohali, Chandigarh
- 2 months ago
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Job Description
Role & responsibilities
- Client Liaison
- Act as the primary point of contact for customers, understanding their vehicle service or repair needs.
- Clearly communicate these needs to the appropriate repair shop.
2. Service Coordination
- Arrange and confirm service appointments, ensuring that both customers and repair shops are aligned on timelines.
- Track repair progress and follow up to ensure timely completion of services.
3. Repair Shop Relationship Management
- Build and maintain productive relationships with multiple repair shops.
- Negotiate to secure faster turnarounds or priority attention when urgent services are needed.
4. Quotation & Cost Verification
- Obtain and review repair estimates from shops to ensure accuracy and transparency.
- Communicate any cost-related information or changes to customers in a clear, timely manner.
5. Status Updates & Issue Resolution
- Keep customers informed about the status of their vehicle repairs and any unforeseen delays.
- Address and resolve any disputes or misunderstandings between customers and repair shops.
6. Quality Assurance
- Verify that repair work meets the necessary standards and addresses the identified issues.
- Gather feedback from customers post-service to ensure satisfaction and continuous improvement.
7. Documentation & Reporting
- Maintain detailed records of service requests, cost estimates, and completed repairs.
- Generate regular reports on service efficiency, costs, and customer satisfaction for internal review.
8. Regulatory & Compliance Awareness
- Ensure all repair work aligns with relevant industry standards and regulations.
- Adhere to the company's internal policies and guidelines for service coordination.
9. Customer Service & Follow-Up
- Provide friendly, professional support to customers throughout the repair process.
- Conduct follow-ups to confirm satisfaction and proactively handle any additional concerns.
10. Continuous Improvement
- Stay updated on automotive service trends, new technologies, and emerging best practices.
- Suggest process enhancements to improve service efficiency and customer experience.
Preferred candidate profile
- Educational Background & Experience
- Bachelors degree or equivalent experience in a related field (e.g., automotive technology, business administration).
- Previous experience in a customer-facing role, ideally within the automotive or fleet management industry.
- Automotive Knowledge
- Familiarity with vehicle systems, automotive parts, and common maintenance procedures.
- Ability to discuss repairs and relevant technical details confidently with both customers and repair shop personnel.
- Strong Communication Skills
- Excellent verbal and written English for effective coordination and clear reporting.
- Polished interpersonal skills to build rapport and negotiate with repair shops.
- Customer Service Orientation
- Proven track record of delivering high-quality customer service.
- Enthusiastic about problem-solving and prioritizing client satisfaction.
- Organizational & Multitasking Abilities
- Efficient at managing multiple service requests, appointments, and follow-ups simultaneously.
- Able to stay calm under pressure and meet tight deadlines when services are urgent.
- Negotiation & Relationship-Building
- Demonstrated success in establishing positive business relationships with vendors or external partners.
- Skilled at negotiating pricing and service timelines.
- Tech-Savvy and Detail-Oriented
- Comfortable with software and tools for tracking service requests, documentation, and reporting.
- Detail-focused approach to record-keeping and cost verification.
- Professionalism & Integrity
- Upholds a professional demeanor when interacting with clients and service providers.
- Committed to ethical practices and adhering to company policies.
- Flexible & Adaptive Mindset
- Open to learning new repair shop processes, emerging technologies, and industry trends.
- Able to adapt quickly to changing schedules or customer needs.
Perks and benefits
Competitive Compensation
- Attractive salary package, reflecting experience and expertise.
Performance Incentives
- Bonus structures or commission plans tied to individual and/or company performance.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & Operations, Role Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: Sphere OutsourcingLocation(s): Mohali, Chandigarh
Keyskills: Attention To Detail Customer Service Orientation Strong Communication Skills Customer Handling Time Management Problem Solving automotive knowledge Strong Negotiation Skills
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We are a specialized outsourcing partner dedicated to connecting skilled professionals with leading companies across various industries. Our goal is to deliver exceptional staffing solutions and ensure seamless talent placement, enabling our clients to focus on their core business operations. Wer...
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