Zonda Tec Customer Service Jobs in Accra
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Zonda Tec Ghana Limited is a leading automotive dealership dedicated to providing cutting-edge vehicles and exceptional customer experiences. We focus on innovation, technology, and market leadership in Ghana’s automotive sector.
Job Summary
Zonda Tec Ghana Limited is a leading player in Ghana’s automotive industry, dedicated to providing top-tier vehicle sales, servicing, and genuine spare parts to our esteemed clients. We pride ourselves on innovation, integrity, and exceptional customer service. We are looking for a polished and professional Call Agent.
Reports To: Branch Manager
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Key Responsibilities
Inbound Call Management
- Answer incoming calls promptly and professionally, acting as the first point of contact for phone inquiries.
- Listen actively to customer needs and provide accurate information regarding:
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- Vehicle specifications, pricing, and promotions.
- Service and maintenance bookings.
- Availability and pricing of spare parts.
- Direct complex technical inquiries to the appropriate department (e.g., Sales Executives, Service Manager, Parts Manager).
Outbound Calling
- Conduct follow-up calls to prospective customers who have shown interest in vehicles (leads).
- Call customers to remind them of scheduled service appointments or to notify them when their vehicle is ready for pickup.
- Reach out to existing clients for feedback on services rendered.
- Assist in promotional campaigns by informing customers of special offers and service packages.
Appointment Setting & Logging
- Efficiently schedule test drives and service appointments in the company’s calendar/system.
- Log all inquiries and customer details accurately into the Customer Relationship Management (CRM) system.
- Ensure that all leads generated over the phone are handed over to the sales team promptly.
Customer Service & Issue Resolution
- Handle customer complaints with patience and empathy, attempting to resolve basic issues on the spot.
- For complex issues, take detailed messages and ensure they are escalated to the relevant manager.
- Maintain a positive, helpful, and professional attitude regardless of the customer’s tone.
Data & Reporting
- Keep a daily log of all calls (number of inquiries, nature of calls, sales leads generated).
- Report recurring issues or frequently asked questions to management to help improve service.
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Required Skills or Experience
Qualifications & Requirements
- Education: Diploma/Degree in Marketing, Communication, or Business Administration.
- Experience: At least 4 years of experience in a call center, telemarketing, or customer service role. Experience in the automotive or retail industry is an advantage.
Skills & Competencies
- Telephone Etiquette: Excellent phone manners with a clear, confident, and friendly voice.
- Communication: Fluent in English (verbal and written) is mandatory. Fluency in Twi, Hausa, Ewe or Ga is highly preferred to assist local clients effectively.
- Active Listening: Ability to understand the customer's needs quickly and accurately.
- Computer Literacy: Comfortable using a computer, navigating CRM software, and basic typing skills (Microsoft Office).
- Patience & Resilience: Ability to handle rude or difficult customers without losing composure.
- Sales Mindset: Ability to spot an opportunity to turn an inquiry into a showroom visit or sale.
- Multitasking: Ability to type notes while speaking with a customer.
- Product Knowledge: Willingness to learn and memorize the specifications of various Zonda Tec vehicle models and services.
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