Customer Assistance Center Specialist

          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

     Nationality:
     Iraqi

     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.