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Toyota Connect Advisors - Tuesday-Saturday 10am-8pm Shifts
- IT, Software development, System Engineering Jobs
- Sales, Business Development, Business Consulting
- Administrative office management jobs
Description
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Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
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Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
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Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
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Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
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Maintain basic knowledge of client products and/or services
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Prepare complete and accurate work including appropriately notating accounts as required
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Participate in activities designed to improve customer satisfaction and business performance
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Offer additional products and/or services
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Track, document and retrieve information in call tracking database
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Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
Responsibilities
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High school diploma with three to six months of relevant experience preferred
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Courteous with strong customer service orientation
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Strong computer navigation skills and PC Knowledge
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Ability to effectively communicate, both written and verbally
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Dependable with strong attention to detail
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Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
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Tolerance for repetitive work in a fast-paced, high production work environment
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Ability to work as a team member, as well as independently
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Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
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Ability to rotate shifts, as needed
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Based on location and/or program, additional experience/skills may abe required
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Job requirements may vary by country and will not contravene any local laws
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Candidates must be fluent in English; Bilingual French and Bilingual Spanish positions available also
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Responds to all incoming customer phone calls within quality standards
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Greet customers in a courteous, friendly, and professional manner
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Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
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Manages customer complaints from initial call to resolution, escalates outstanding issues
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Responds to detailed product questions on the brand
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Categorizes callers and offers appropriate Touchpoint (i.e. warm transfers)
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Provides Goodwill to customers on behalf of the client within the client guidelines
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Communicates well in written form, for call documenting. Strong note taking abilities required for customer account updates
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Provide (SVL) Stolen Vehicle Location assistance to customers, dealer or TFS
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Provide Destination Assistance via the vehicle’s navigation system
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Provide Roadside Assistance for vehicle occupants with a wide range of services
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General Inquiry assistance for customers with account concerns/questions
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Provide Outbound follow up for customers who are, in need of a follow-up or continuation of services
Hard Skills
- Windows operating system
- Document management
- Multi-line phone proficiency
- Customer relations
- Opportunity analysis
- Relationship building
- Customer success
- Client management
- Cold Calling
- Advanced language knowledge
- Advanced writing skills
Soft Skills
- Adaptability
- Team player
- Multitasker
- Flexible
- Attention to detail
We offer
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Career Pathing and Advancement Opportunities
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Competitive salary
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Health insurance (Eligibility requirements must be met)