Job Description

• The key role of the Team Leader, Customer Service in Carpartsnigeria is to lead and inspire a team to consistently deliver exceptional customer service whilst complying with all the routine and laid down requirements of the organization.
• Primarily responsible includes monitoring and maintaining the organization’s vendors and customers auto sales and service provisions via phone and in person support.

Responsibilities
Customer Service Management:

• Ability to engage in the day-to-day activities in sales and related customer Services
• Provide accurate information for the vendors products and customer requests
• Understand inhouse and vendor Auto products and articulate products to customers effectively
• Provide effective customer service to both current and potential customers by following established processes.
• Ability to handle multiple tasks like customer complaints while documenting any issues raised by customers.
• Acts as a source of information to customers by answering questions, escalating issues, follow-ups and provide instructions to customers as needed.
• Identify and escalate priority issues, complete call logs, maintain and update customer data in CRM.
• Apply all necessary knowledge and skills on the job regarding phone interactions with our customers and internal partners.
• Attends company training and contribute to the overall company growth and company initiatives.
• Ability to maintain a high-level customer service culture reinforced by effective customer interaction and follow-ups.
• Effectively executing customer follow-up to encourage adherence to payment plans.
• Exceptional knowledge of and adherence to all company policies and procedures.
• Provide adequate customer education during each interaction with clients on products based on clients’ needs.
• Demonstrate strong understanding of company products and services, guidelines, usage, and product performance.

Operations Management:

• Provide technical support to customers by tracking and following up on new sales or Service installations as well as follow up calls.
• Responsible for updating and tracking customer payment in the system.
• Coordinate with Technicians and managers to compile and update installation information in the database.
• Competency / Skill / Requirements

Requirements

• Minimum of 3 years working experience as a customer service team lead in a Automobile company or Equipment sales or Leasing company
• Working knowledge of computer systems (MS Office, and Excel
• Experience with a prior CRM function an added advantage
• Excellent verbal communication, listening and phone skills.
• Good motivational skills and enthusiasm.
• Strong problem solver and able to understand and adapt to customers’ needs.
• Strong communicator with great customer service orientation.
• Excellence data entry skills and attention to details.
• Strong persuasive and resilience skills (ability to work well under pressure and high stress.
• Strong positive attitude.
• Strong organization and time management skills.