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Customer Service Advisor

Mansfield Toyota | Aftersales

Salary: On application

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Job Description

Customer Service Advisor

Customer Service Advisor (Inbound and Outbound)

An exciting opportunity has arisen for a Customer Advisor within Ron Brooks, either at Mansfield or Ilkeston sites, working 8am -5pm Monday to Friday with an hours lunch

The Contact Centre is responsible for taking a high volume of incoming calls and pro-actively making outgoing calls. Our aim is to drive business into our 2 centres to ensure that our workshops are at full capacity and that we are achieving the required KPi’s. As a department we are also responsible for handling numerous customer queries, data base administration and managing all digital enquiries.

Previous experience within a Contact Centre environment is desirable is not essential as training will be given. We are looking for someone who has a great personality, enjoys talking to people, is self-motivated and has the drive and determination to want to achieve the very best results.

You also need to be able to work well under pressure in our busy department.

Finally, to assist in making this venture a success you must possess a positive outlook and also hold a solid track record in terms of reliability.

We are committed to being the best Retailer to work for and to shop at.

If you think you have what it takes to be part of a successful Contact Centre team we would love to hear from you.

 

Job Types: Full-time, Permanent

Salary: £25,000.00-£27,000.00 per year

 

Job Role Summary

Arranges and handles inbound/outbound customer contact using various media methods with regard to;

  • Inbound enquiries
  • Pre-calls to customers
  • Service & MOT reminders
  • Targeted promotion or campaign communication
  • Deferred work (VSR follow-up)
  • 2-3 day follow up
  • Lapsed customers

 

Key Job Areas

  • Receives inbound customer calls
  • Pre contact responsibilities facilitating appropriate levels of communication
  • Builds rapport and qualifies the customer’s requirements
  • Agrees and schedules the work that is to be carried out
  • Liaises with the Service Manager and Parts Department teams to deliver agreed work
  • Customer Follow-Up
  • Maintains supporting records/documentation
  • Works as a full member of the Centre team

Key Success Criteria

  • Customer retention of service customers
  • Sales of Service Plans and promotions
  • Workshop utilisation and efficiency (hours booked)
  • Labour, and parts sales (volume/margin)
  • Aftersales Performance Indicators
  • Customer satisfaction (CRS and Mystery Shopper)

 

Closing date 31/7/2024

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