Daimler Middle East and LevantCustomer Care Executive
Mar. 2007 - Mar. 2013• Handling customer complaints and enquiries received by phone, e-mail or fax addressed to regional office or headquarter for the Middle East and Levant.
• Analyse the cases
• Generation of cases in the complaint management system.
• Keep records of customer inquiries, complaints, or comments, as well as actions taken.
• Send acknowledgement e-mail to customers confirming the receipt of their e-mail.
• Investigate the matter together with the respective general distributor.
• Following up with both parties to ensure all customer issues reach an appropriate conclusion.
• Recommend a proper solution in case of disagreement.
• Provide customers and staff with clear standards and expectations.
• Seek to provide a seamless service for customers.
• Provide a prompt, courteous and knowledgeable response to all customer enquiries.
• Enable our customers to provide feedback easily, through customer surveys.
• Use customer compliments, comments and complaints to drive improvements to service
• Improve the speed, quality and consistency of responses to enquiries by having our information in a format that can be easily accessed.
• Integrate customer care into mainstream service provision.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Create customer complaint handling processes for sales and after-sales in the Regional office
• Improve the customer complaints handling process of the General Distributors.
• Provide Customer care training for the customer care representative working for our general distributors