Customer Service Representative – Job Description

Key Responsibilities

• Handle complex customer requests by managing cases from start to finish (from case opening to closure).
• Demonstrate a comprehensive understanding of case management activities, offering a 360-degree view of the automotive environment. This includes managing all tasks related to a case, both Front and Back Office.
• Possess in-depth knowledge of remote customer service techniques and procedures to ensure optimal satisfaction, even during challenging or conflictual calls.
• Communicate effectively with various stakeholders (customers, service providers, and business partners) through phone calls (inbound and outbound), emails, and case management tools.
• Support and mentor new team members or those in need, acting as a quality ambassador within the team.

Profile Sought

• Thoughtful, organized, and meticulous; reliable and consistent.
• Strong writing skills in French and comfortable working with numbers.
• Excellent listening, comprehension, and analytical skills.
• Team-oriented mindset.
• Resilient under pressure and adaptable to change.

Working Hours

• Available to work on a 24/7 rotating schedule.
• Willingness to work on Saturdays, Sundays, and Mauritian public holidays.

Skills

• Proficient in office software tools.
• Language: Fluent in French (spoken and written).

Location

• Ébène, Mauritius

Education & Professional Experience

• Minimum HSC (Higher School Certificate) or SC (School Certificate) with several years of relevant experience.
• 0 to 1 years of experience in a similar customer-facing environment.