Customer Service Representative
19 hours ago
The purpose of the Customer Service Representative is to assist the Service Advisors with the day-to-day operations of all front-line activities.
**Main tasks**:
- Answer incoming calls and made bookings where required.
- Outbound Sales Calls to Customers CRM Program
- CRM Program - Call 5 days past SDD.
- CRM Program - Service Win-back Call 100 days past SDD.
- Service Follow up call after service completed by CCC within 48 hours.
- Ensuring vehicle information is accurately recorded when assisting with the booking of customers.
- Assisting with booking in of clients, and processing of vehicle details before handing job cards to workshop controller
- Recording customer prospect details correctly so that sales can utilize them.
- Documenting all warranty work as per manufacturer's requirements and dealership policy
- Work closely with the after-sales and Workshop managers to ensure that the resource booking screen has been utilized correctly and that all jobs are followed up throughout the day.
- Ensure that all clients that have parts ordered are communicated to regularly and are booked in when they arrive.
- Assisting Service Advisors to help maximize service sales
**Experience**:
- Previous experience in customer service
**Knowledge**:
- Knowledge of the manufacturer’s warranty procedures and documentation
- Knowledge of mechanical breakdown insurance procedures and documentation
**Skills & Competencies**:
- Customer service focused: committed to providing exceptional customer service across all channels - written, phone and face-to-face.
- Communication: the ability to communicate clearly and concisely, varying communication styles depending upon the audience.
- Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally.
- Teamwork: willingness to assist and support others as required and get on with team members.
- Time management/organization: accomplish objectives effectively within the time frame given and carry out administrative duties within the portfolio in an efficient and timely manner.
- Professional approach (essential).
- Confident manner (essential).
- A positive approach to change (essential).
This job description serves to illustrate the scope and responsibilities of the post and is not intended to be an exhaustive list of duties. You will be expected to perform other job-related tasks requested by management and as necessitated by the development of this role and the development of the business.
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