
Dealer Liaison Specialist
6 days ago
We are looking for an experienced Dealer Support & Implementation Specialist to join our team at Ibex, a leading outsourcing and offshoring consulting services provider in Pakistan.
About the Role:The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to work independently with minimal supervision.
Responsibilities:
- Ensure timely completion of cases and order fulfillment according to department policies or Implementation Services Level Agreement.
- Prioritize daily work using department rules and accept work overflow when needed.
- Communicate effectively with dealers/vendors via phone and email.
- Provide quality service to both internal and external clients.
- Seek assistance for unresolved client issues from designated associates.
- Stay current with product information, changes, and updates.
- Record client interactions in the ticketing system to include questions, concerns, action taken, and next steps needed.
- Serve as a backup for the Support and Reconnections team; including but not limited to assisting with Dealer Onboarding, Feed approvals, lagging data, and Admin changes as needed.
- Complete orders/cases tickets for all Manual and Automatic DMS providers, including CDK, Reynolds & Reynolds, and DealerTrack.
- Set processing for data to import and complete initial QC.
- Engage dealerships in advising on requirements needed to complete set ups in Authenticom and DealerVault.
- Train dealerships on how to export data for manual DMS programs.
- Identify and share areas for process/product improvements.
Requirements:
- A minimum of three (3) years in customer contact or customer service.
- Microsoft Suite proficient, specifically Excel, Outlook, and Word.
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