Customer Service Executive

3 months ago


Poole, United Kingdom Sandown Newfields Full time

**Customer Service Executive**

**Mercedes-Benz of Poole - Newfields**

We are looking for a Customer Service Executive to join the sales team at our Customer Support centre. The Customer Support Centre is based at Newfields, Nuffield Industrial Estate in Poole. The Customer Support Centre provides a central service for the Sandown Group - Mercedes-Benz dealerships. The CSC is focused equally on inbound and outbound contact to ensure customer satisfaction and book in customer vehicles. The objective of the department is to increase business opportunities and ensure customer loyalty. You will be responsible for ensuring that the required standards of service are reached at all times and that CSI targets are achieved.

**Responsibilities**:

- Handle calls which meet both the minimum contact rates and ‘proud of every call’ evaluation standards
- Maximise all sales opportunities
- Inbound and outbound calls to customers to book appointments and to capitalise on deferred sales
- Ensure customer and vehicle details are updated accurately, on all calls
- Ensure all bookings are taken efficiently and all necessary data is accurately input during calls
- Ensure lost calls are kept to a minimum without compromising quality of existing customer calls
- Present a positive image of the company and the services we offer at all times
- Proactively build a rapport with callers to ascertain customer needs and provide appropriate solutions
- Take ownership of any customer issues and concerns
- Maintain working knowledge of all promotions and ensure that these are presented to the customer clearly and concisely.
- Handle any initial customer complaints and pass to Team Leader as appropriate

**Key Skills**:

- Friendly, with a professional personal manner and committed to providing first class customer service
- Professional telephone manner with exemplary communication skills
- Self-motivated; uses initiative to work with mínimal supervision
- Team player
- Strong objection handling skills
- Organised and systematic approach to work
- Maths & English GCSE or equivalent

**Hours of Work**:
Monday - Friday working between the hours of 08.00 - 19.00 with 1 hour unpaid lunch break

Total hours - **37.5 per week**

Weekends to be worked on a rota basis

Basic: £22,500 per annum OTE: £27,500

**Job Types**: Full-time, Permanent

Pay: Up to £27,500.00 per year

**Benefits**:

- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Store discount

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

**Experience**:

- Customer service / Call Centre: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: HR JM /CRC SALES



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