Toyota Iraq

Customer Assistance Center Specialist

Job Expired

Job Overview

          Reporting to: Non Technical Training and Customer Service & CAC Manager
          Job Grade: VII
          Department: Customer Service and Training
          Location: Erbil
          Level of Authority: Junio

Responsibilities of the job:

  • Customer Assistance for inquiries and complaints.
  • Regularly checking and promptly replying to customer inquiries and All TIQ related SNS platforms.
  • Maintain monthly reports on customer inquiries, responses, and feedback to develop customer service analytics and trends.
  • Customer data analyzing and creating flash reports and status reports for CAC activities. (By MS Excel or other programs)
  • Handle a variety of customers’ general and serious complaints using the Toyota 7 Steps of Complaint Handling.
  • Some Complaint cases, travel to customer city and handle it in dealer Site.
  • Support Dealers CRm department by on job support.
  • Establishing and cultivating a customer-first mind
  • Monitor the dealership Appointment Rate and Maintenance Reminders to continuously improve it
  • Conduct customer surveys about the customer satisfaction index (CSI) and Sales Satisfaction Index (SSI)
  • Support Dealers by providing them SSC Parts Details within 5 minutes.
  • Managing all customer Inquiries tickets received from the website or Mobile Applications.
  • Provide Support to Toyota Iraq Loyalty Program Customers.
  • Independently Handle Customers Incoming Phone Calls, Inquiries, and Complaints.
  • Securing Customers Information and treating it as highly classified Info.

       Job Specifications

      Total professional years of experience:
      1 Year and above

      Languages required:

  •  Arabic
  • Kurdish (Sorani and Bhadini)
  • English

     Education required:
     Diploma and above


     Skills (Technical & Soft):

  • Telephone skills.
  • Communication skills (listening, questioning).
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Complaint handling skills.
  • Analyzing information.
  • Ability to stay calm when customers are stressed or upset.
  • Comfortable using computers.
  • Experience working with customer support.

More Information

  • This job has expired!