CAC Specialist

Toyota Iraq needs a CAC SpecialistLocation: BaghdadObjective of the position:The Customer Assistance Center Specialist (CAC Specialist) plays a vital role in representing Toyota Iraq’s brand and values to customers. You will be an integral part of the company’s success in delivering top-notch customer service and ensuring customer satisfaction at every touchpoint.Duties & Responsibilities:Digital Lead Management: Responding promptly to digital leads generated through various channels such as the website, social media, email, and other online platforms. Qualifying leads based on specified criteria and prioritizing them for further action. Ensuring accurate data entry and lead tracking within the company’s CRM (Customer Relationship Management) system. Customer Communication:Customer Assistance for inquiries and complaints. Regularly checking and promptly replying to customer inquiries and All TIQ related SNS platforms. Maintain monthly reports on customer inquiries, responses, and feedback to develop customer service analytics and trends. Customer data analysis and creating flash reports and status reports for CAC activities. Handle a variety of customers’ general and serious complaints using the Toyota 7 Steps of Complaint Handling. Some Complaint cases, travel to customer city and handle it in dealer Site. Establishing and cultivating a customer-first mind.Monitor the dealership Appointment Rate and Maintenance Reminders to continuously improve it Conduct customer surveys about the customer satisfaction index (CSI) and Sales Satisfaction Index (SSI) Support Dealers by providing them SSC Parts Details within 5 minutes. Managing all customer Inquiries tickets received from the website or Mobile Applications. Provide Support to Toyota Iraq Loyalty Program Customers. Independently Handle Customers Incoming Phone Calls, Inquiries, and Complaints. Securing Customers Information and treating it as highly classified Info.  Escalation Handling:Escalating complex issues or complaints to the appropriate departments within the company for prompt resolution. Ensuring customer complaints is handled with professionalism and in accordance with the company’s policies and procedures. Other Main Duties:Handle a variety of customers’ general and serious complaints using the Toyota 7 Steps of Complaint Handling. Some Complaint cases, travel to customer city and handle it in dealer Site. Support Dealers CRM department by on job support.Establishing and cultivating a customer-first mind.Monitor the dealership Appointment Rate and Maintenance Reminders to continuously improve it. Conduct customer surveys about the customer satisfaction index (CSI) and Sales Satisfaction Index (SSI) Support Dealers by providing them SSC Parts Details within 5 minutes. Managing all customer Inquiries tickets received from the website or Mobile Applications. Provide Support to Toyota Iraq Loyalty Program Customers. Independently Handle Customers Incoming Phone Calls, Inquiries, and Compla