Customer Service Advisor

5 days ago

Bolton, United Kingdom Inchcape Full time

Job Introduction**bravoauto Bolton - Customer Service Advisor**

The primary focus for the Customer Service Advisor is to ensure the highest level of customer satisfaction and interactions for vehicle servicing and care, for every customer and potential customer of their bravoauto site. The role will schedule repair work and MOT’s, maintain up to date and accurate customer records, communicate regularly and professionally with customers and will act as the first point of contact for all customer interactions. The role will also pursue opportunities to increase sales and revenues for their aftersales department.

Main Responsibilities

Provide an industry leading level of Customer Service, ensuring the highest standards of customer satisfaction are delivered and represented in customer feedback.

Ensure effective communication is maintained with customers and colleagues in a timely and professional manner in relation to all services provided, including but not limited to progress of work, any additional work that may be required, upsell opportunities, customer follow-ups etc.

Undertake and maintain all required administration including but not limited to booking customer services and repair work ensuring workshop and parts availability, maintaining accurate records on all internal systems, timely customer invoicing ensuring the WIP is kept to a minimum, daily warranty transactions and invoicing etc.

Obtain and process payments according to Inchcape policy.

Pro-actively drive sales and bookings opportunities including converting inbound and outbound booking calls, converting the identified upsell opportunities and achievement of site targets and KPI’s.

Customer Focus
- Good communication skills; listens and builds rapport to understand their service/repair requirements
- Ensures that each customer visit is followed up with a personal call to check the customer is happy
- Conscientious with customer issues in making sure they are resolved and focus is on customer satisfaction
- Uses every contact with a customer to build sustainable relationships, ensuring they are a fan
- Inspire the Technicians to deliver an incredible customer experience for every customer
- Approaches all customers to assist with requests, including requests regarding parts, vehicle sales and repair

Operational Focus
- Handles dissatisfied customers calmly regarding all operational complaints. Liaises with management
- Initiate job documentation and maintain customer records and follow-up systems
- Log all warranty work as per Inchcape standards and policy. Ensure the customer signs for all work undertaken
- Ensures the workshop time is fully utilised when taking future bookings
- Manages in Inbound and outbound service bookings and maintains excellent standards of departmental administration

Business Focus
- Accurately maintains departmental systems. Maintain excellent standards of departmental administration
- Ensures compliance to all health and safety / environmental / company policies
- Good computer literacy skills and a full clean driving licence to ensure business needs are met
- Promptly prepares and present invoices following completion of work, ensuring all work has been carried out as detailed and charged for and obtain payment in line with company procedures
- Maintains a presence at the service reception desk, ensuring that all customer queries (whether in person or on the telephone) are answered or dealt with immediately

People Focus
- Be part of creating an environment in which your team can thrive to their full potential
- Maintains effective liaison with sales, parts and workshop teams
- Deputises for the Fast Fit Service manager as required
- Ensures all mandatory training in Inchcape has been completed

Revenue Focus
- Maximises service profitability through the use of professional sales techniques
- Skilled at selling additional products, services and repair works in a professional manner
- Maximizes service profitability through the Identification of recommended repairs based on time/mileage/last EVHC reported work and clearly identify when creating job packs
- Calculates accurate charges for all parts, labour and service repairs and provide customer estimates according to company policy on schedules, time and pricing in order to generate revenue

About The Company

Inchcape is a leading independent global automotive distributor and retailer. We are present in 36 national markets and operate as a key strategic partner to the world’s foremost premium and luxury car brands for whom we provide an effective, well-financed and customer centered route to market for vehicles and parts.

Inchcape, which is listed on the London Stock Exchange, employs 15,000 people worldwide and recorded sales of £6.8 billion in its last financial year.

We aim to deliver an outstanding customer experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained sta

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