RMT Coordinator

Department
Operations
Location
Marousi, Athens Greece
Date Posted
01-08-2025

The RMT Coordinator is an essential member as he/she will be responsible for handling client's requests for service in an efficient manner while providing excellent customer service and minimizing operating costs. Take inbound calls from drivers, answer inquiries regarding the requests for scheduled and non-scheduled technical repairs, maintenance and tyre replacement, handle complaints and resolve problems. 

 

Responsibilities: 

  • Handle drivers’ requests for car maintenance, tires or replacement by promptly providing approvals in accordance with the manufacturer’s guidelines. 

  • Closely monitor costs related to repair, maintenance and tires replacement to achieve maximum savings.  

  • Secure agreed prices with the vendor to ensure the client is aware of the repair total.

  • Negotiation for warranty recovery in cases where a vehicle is out of the normal factory warranty date or miles.

  • Handle and resolve drivers’ complaints. 

  • Log all interactions with drivers in the relevant CRM tool and ensure that all tasks are completed. 

  • Identify and escalate situations requiring attention. 

  • Communicate with colleagues and external partners to control direct / indirect costs.

    Customer Experience & Quality Specialist / Responsibilities:

    • Serve as a point of contact for internal customers, assisting with inquiries via telephone and email, promptly addressing incoming calls and responding to emails in a professional manner.

    • Collaborate effectively with other departments and functions to provide comprehensive responses and support to clients, ensuring timely resolution of their complaints, inquiries and requests.

    • Proactively address and resolve clients' complaints with a focus on finding solutions and ensuring customer satisfaction, taking initiative to resolve issues promptly and effectively.

    • Record all complaint interactions accurately in the designated CRM tool, ensuring that all tasks are documented and completed in a timely manner to maintain thorough records.

    • Strive to deliver a superior customer experience to clients.

    • Meet personal and team targets, actively contributing to the achievement of departmental goals and objectives.

    • Maintain organized records of clients interactions, process client accounts, and file documents as needed, ensuring compliance with company policies and procedures.

    • Identify and escalate situations requiring further attention or intervention to appropriate channels or higher-level management for resolution.

    Qualifications and skills:

    • University degree will be considered as an asset

    • At least 2-3 years of experience in automotive markets

    • Very good command of English language, both verbal and written

    • Organizational skills

    • Be able to work in teams

    • Customer oriented