Hi, I am working at Majorel as a CSR I Automotive Technical Support Advisor. Working from home I wanna know if anyone with the similar duties and responsibilities got their PR.
Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately
provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build
rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedure
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
• Handle Complaints and/or Fleet Assistance.
• Provide technical expertise and vehicle knowledge to assist Level I Advisors and Level II Specialists in
communicating with customers and dealers.
• Research Agent or customer question(s), utilizing available service information (Service Library, Technical
Service Bulletins, etc.), and responding back via email.
• Provide guidance to Advisors and Specialists and to describe vehicle characteristics.
• Identify vehicle issues by make/model, describe the concern, and quantify to help address any trends found by the
Customer Care teams.
• Escalate identified trends for notification and resolution.
• Identify knowledge gaps and suggest knowledge articles and training to support advisors and Specialists.
Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately
provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build
rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedure
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
• Handle Complaints and/or Fleet Assistance.
• Provide technical expertise and vehicle knowledge to assist Level I Advisors and Level II Specialists in
communicating with customers and dealers.
• Research Agent or customer question(s), utilizing available service information (Service Library, Technical
Service Bulletins, etc.), and responding back via email.
• Provide guidance to Advisors and Specialists and to describe vehicle characteristics.
• Identify vehicle issues by make/model, describe the concern, and quantify to help address any trends found by the
Customer Care teams.
• Escalate identified trends for notification and resolution.
• Identify knowledge gaps and suggest knowledge articles and training to support advisors and Specialists.