Customer Service Representative

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.
• Commerciality: ability to apply knowledge in a practical, commercial manner.
• 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

• Competency on Microsoft applications
• Competent in Microsoft office applications.

If this sounds like you then we want to hear from you today!