Service Receptionist
Audi
Total years of experience :8 years, 4 Months
Take calls from customers who wish to book their vehicles in for services or repairs
•Obtain accurate and complete recording of work required from customer.
•Book specific hours according to the work to be carried out on each vehicle.
•Check factory system to determine whether any software updates need to be carried out on the vehicle.
•Ensure that the number of hours loaded into the system for work to be done is accurate and matches the work hours that are available.
•Ensure that Out of town cars which need to be collected are book within the collection capability constraints.
•Allocate vehicles to Service Advisors keeping in mind any customer requests or regular clients.
Act as the primary resource to the help-desk team to capture and keep track of all ticket information from the help-desk system in order to help identify and monitor problem of
management issues.
• Leadership - assigning cases to be logged and coaching agents on the right information to be given to client.
• Problem solving- Attending to escalated manager calls/emails from irate customers.
• Daily reports -Single/ multiple report updates to individual Lenovo account managers upon request
• Decision making- Reviewing escalation cases for exceptional approvals where critical customer satisfaction and brand protection might be at stake.
• Monitoring - Keep track on the escalation progress status to ensure the SLA's/Service delivery target is achieved.
• Raising escalation cases using SalesForce CRM system to Lenovo Account managers
• Attending weekly meetings with higher management from Lenovo ANZ regarding case resolutions, closures and SOP improvement areas.
for multiple company products and services
• Handling of inbound calls and enquiries from customers involving Internet, IPTV, Fixed and mobile telephone and billing.
• Selling and taking service application and request for back office or self-processing.
• Explaining billing information and approving waiver where applicable.
• Resolving customer complaints
• Escalate any unresolved issue/complaint to other stakeholders within the agreed procedure
• Assist Team Leaders in charge as and when required
• proactively identify areas for service& procedural improvement and make recommendations to the team leaders
Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
•Performing Daily Quality Control to ensure that lab computers, Projectors, and other