Customer Care Agent

Job Purpose

Deliver a professional and customer-centric telephone service to all AJVA customers, handling inquiries, addressing complaints, troubleshooting issues, providing product details, and executing telephonic and internet sales, all aligned with AJVA policies and goals to ensure customer satisfaction.

Key Responsibilities

• Manage daily operations related to assigned duties to maintain workflow continuity.
• Identify opportunities for ongoing process and practice improvements, incorporating international best practices to enhance business processes, reduce costs, and boost productivity.
• Prepare timely, precise connection center reports in accordance with company policies and standards.
• Serve as the initial contact point for customers, guaranteeing high-quality service and maximum satisfaction.
• Build and nurture lasting relationships with customers through phone, email, and social media to drive sales and revenue growth.
• Promptly address and resolve all customer calls and complaints, including those from MCI, adhering to AJVA’s policies and standards.
• Record and maintain customer information and feedback accurately on the CRM system and escalate urgent queries to relevant departments.
• Coordinate and track responses from departments regarding customer concerns and queries.
• Support and timely implement the "Guaranteeing Customer Satisfaction & Loyalty" programs following AJVA and FORD standards and policies.
• Adhere to departmental policies, processes, SOPs, and instructions to ensure consistent and controlled work execution.
• Comply with all safety, quality, and environmental management policies to maintain a healthy and safe workplace.

Requirements

• 0 to 2 years of relevant experience in a related field or industry.
• High School Certificate; a Diploma in Sales, Marketing, or a related discipline is preferred.