Customer Service Representative

iCAUR Signature, a leading automotive dealership based in Islamabad, is seeking a motivated Customer Service Representative (CSR) to join their expanding team. The successful candidate will play a vital role in delivering exceptional customer service by managing inquiries, scheduling appointments, conducting follow-ups, and ensuring a seamless experience for customers across both Sales and Aftersales departments. This position requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced, target-driven environment.

Key Responsibilities
- Handle inbound customer calls, WhatsApp messages, and general inquiries promptly and professionally.
- Make outbound follow-up calls to both existing and prospective customers to nurture leads and maintain relationships.
- Schedule and confirm test drives, showroom visits, service appointments, and other customer engagements.
- Conduct post-sales and post-service customer satisfaction calls to ensure a positive experience.
- Maintain accurate and up-to-date customer records within the CRM system.
- Coordinate closely with Sales, Service, and Aftersales teams to resolve customer queries efficiently.
- Follow up on pending quotations, bookings, vehicle deliveries, and service requirements to ensure timely completion.
- Escalate unresolved customer complaints to the appropriate departments and track resolution progress.
- Maintain daily reports on calls made, appointments scheduled, and follow-ups conducted.
- Consistently meet or exceed daily targets for calls, follow-ups, and matured appointments.
- Ensure all customer interactions are handled with professionalism and courtesy.

Required Qualifications
- 1 to 3 years of experience in Customer Service, Call Centre operations, CRM management, Automotive Sales or Service, or a similar customer-facing role.
- Excellent verbal and written communication skills in both English and Urdu.
- Confidence and ease in handling phone calls and engaging with customers.
- Strong organizational skills with a focus on effective follow-up and time management.
- Proficiency in MS Excel or Google Sheets and familiarity with CRM systems.
- Ability to work efficiently under targets and deadlines.

Preferred Qualifications and Benefits
- Previous experience in the automotive or dealership industry is highly desirable.
- Competitive salary package with performance-based incentives.
- Opportunity to work in a dynamic, customer-focused environment where professional growth is encouraged.

Key Performance Indicators (KPIs)
- Number of daily outbound calls made.
- Effectiveness in following up on sales leads.
- Customer response and engagement rates.
- Number of matured appointments generated.
- Appointment attendance and show-up rates.
- Customer satisfaction levels.
- Accuracy and discipline in CRM updates and follow-up activities.

This role is based in Islamabad and offers a competitive salary along with performance incentives. If you are confident, customer-oriented, and thrive in a target-driven setting, this position at iCAUR Signature could be an excellent fit for you.