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Client Support Representative

1 week ago

Lahore, Punjab, Pakistan ibex. Pakistan Full time

Ibex, a leading provider of outsourcing and offshoring consulting services in Pakistan, is seeking a highly skilled Dealer Support & Implementation Specialist to join their team.

Job Summary:

The successful candidate will be responsible for providing exceptional customer service to dealerships and vendors, ensuring timely completion of cases and order fulfillment, and staying up-to-date with product information and updates.

Key Responsibilities:

  • Manage 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.