Preview

Salary

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Job Location & type

On-Site / Full time

Experience

5 years

Job Status

Active Job

About this role

Manage day-to-day call center operations (inbound/outbound calls, emails, chat support)
Monitor call volumes, response times, and service levels (SLAs).
Handle escalations and support team in resolving complex customer issues
Ensure excellent customer service across all touchpoints
Monitor quality assurance (QA) scores and customer satisfaction
Address customer complaints related to vehicle sales, service, warranties, and repairs
Improve customer journey and retention strategies
Track KPIs, generate and analyze reports to identify trends and improvement areas
Identify gaps in processes and implement improvements
Oversee CRM systems and call center technologies
Maintain accurate documentation and reporting standard