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Contact Centre Advisor - Stoke-on-Trent
We are seeking a highly skilled and motivated individual to join our After Sales Team as a Contact Centre Advisor. As a key member of our team, you will be responsible for providing exceptional customer service and support to our customers.
Your primary focus will be on booking our customers in for service and MOTs, suggesting suitable aftercare products or services, and ensuring that all service bookings and appointments are managed efficiently and meet set manufacturer criteria.
You will also be responsible for responding quickly and efficiently to customer internet enquiries, proactively contacting existing customers to discuss and book their service and MOT requirements, and establishing customers' drop off and collection requirements or arranging alternative transport where necessary.
In addition, you will be expected to upsell additional products to customers, such as seasonal products and extras, to hit KPIs.
To be successful in this role, you will need to have excellent customer service and sales skills, be able to achieve targets both individually and as a team, and be highly organized and motivated.
You will also need to have previous experience in a contact centre environment, be IT and computer literate, and be able to use company systems.
We offer a competitive salary, commission, and bonus scheme, as well as a range of benefits including employee discount, in-house training programme, colleague referral bonus scheme, 23 days holiday plus bank holidays, and employee assistance programme.
Key Responsibilities:
- Deal with inbound and outbound calls to provide a high standard of customer service when booking the customers in for services, MOTs, and repairs for the group.
- Respond quickly and efficiently to customer internet enquiries relating to service and repairs.
- Proactively contact existing customers to discuss and book their service and MOT requirements.
- Establish customers' drop off and collection requirements or arrange alternative transport where necessary.
- Ensure service bookings and appointments are managed efficiently and meet set manufacturer criteria.
- Upsell additional products to customers, such as seasonal products and extras to hit KPIs.
Required Skills:
- Ability to achieve targets both individually and as a team.
- Organised and motivated.
- Previous experience in a contact centre environment.
- IT and computer literate and ability to use company systems.
- Excellent customer service and sales skills.
- Can confidently handle conflicting demands.
- Friendly and professional manner.
