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Customer Service Representative

2 weeks ago

East Tamaki, New Zealand CallCentre People Full time

Do you see yourself working in the Automotive industry? Our client is after a Customer Service Representative is to assist customers with general inquiries or service bookings and also offer exceptional customer service skills to their clients.
**Main responsibilities**:

- Answering incoming calls and making service bookings where required
- Making outbound calls to confirm online service bookings or Drive Chat questions.
- Out-bounding for service reminders.
- Building professional customer relationships and promoting the company brands in a positive light.
- Build a knowledge base to correctly match a product solution to a client’s need.
- Ensure vehicle information is accurately recorded when assisting customers.
- Record customer prospect details correctly to provide leads to the sales teams.
- Work closely with after-sales and specifically the Service Manager to ensure the resource booking screen has been utilized correctly.
- Identifying customer needs, answering questions, and solving concerns
- Follow various communication scripts when speaking with customers.
- Handle complaints, provide solutions within agreed time frames.

The above list is not exhaustive, and the role may change to meet the overall objectives of the company.
**Required Qualities**:

- Professional approach
- Ability to work under pressure
- Organizational and time management skills
- Excellent attention to detail
- Multitasking
- Uses initiative.
- Business awareness
- Tenacity
- Resilient
- Positive approach to change.

Experience
- Demonstrated ability in providing efficient and accurate service to customers.
- Demonstrated a high level of attention to detail.
- Demonstrated ability in customer service satisfaction and conduct of customer perception reviews.

**Knowledge**:

- Knowledge of manufacturers' warrant 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, both verbally and in writing.
- 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.

Personal attributes
- Professional approach (essential).
- Confident manner (essential).
- Positive approach to change (essential).

Other

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