Customer Contact Specialist

Manufacturing Commercial Vehicles (MCV)

As a Customer Contact Consultant, you are an essential member of the Aftersales Service team as you ensure the quality of the entire customer-oriented service process.

• Respond to service requests via various communication channels (phone, emails, or dealership website) and record customer and vehicle data.
• Provide specialized information on the subject of services and products and respond to queries about service-relevant issues on behalf of the Sales team.
• Coordinate with internal and external customers and specialists as needed.
• Update or create customer and vehicle data in the system during calls.
• Prepare workshop preorders and ensure all necessary documentation is ready for Service Advisors.
• Advise customers on service operations and remind them of previous or unfinished work.
• Present additional services, options, and service products (e.g., service contracts, warranties).
• Offer an active reception/service lane and highlight advantages for customers.
• Check service team availability and schedule appointments efficiently.
• Ensure proper appointment spacing and reserve the required resources.
• Prepare the necessary arrangements for the appointments between the customer and the certified service advisor.
• Check availability of required parts and initiate orders.
• Coordinate with the Customer Assistance and Contact Centers.
• Confirm customer agreements and determine payment methods.
• Conduct service follow-up calls to assess customer satisfaction and initiate complaint management if necessary.
• Gather feedback on customer experience and report findings to the Service Manager.
• Support service and marketing initiatives for customer acquisition.
• Assist customers with inquiries regarding repair progress, part pricing, and accessories.
• Follow up on no-show customers and reschedule appointments.