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Customer Support Specialist
2 months ago
Customer Support Specialist
Working 45 hours per week, Monday to Friday, with occasional Saturday mornings compensated as overtime.
Offering a competitive salary up to £30,000, with overtime compensated at time and a half.
Role Overview:
The primary objective is to deliver exceptional service to clients, facilitating the profitable sale of Workshop Services and Products while ensuring that all customer interactions—whether via email, phone, or in-person—are handled with professionalism and care.
Key Responsibilities:
- Serve as the initial point of contact for customers, identifying service parts needs and assisting in the necessary actions to fulfill those requirements.
- Efficiently manage the invoicing and administrative tasks of the Service Department.
- Welcome customers courteously, interpret their needs, and complete the required documentation to initiate work.
- Monitor Work In Progress (WIP) reports to expedite Workshop instructions promptly.
- Collaborate with the Workshop Foreman to optimize Workshop capacity for enhanced efficiency and profitability.
- Communicate completion timelines and payment options to customers.
- Reach out to customers regarding any additional work needed and provide accurate estimates to secure approval for proceeding.
- Handle customer complaints with courtesy and efficiency, ensuring they are resolved satisfactorily.
- Assist the Dealer Point Manager in resolving invoice inquiries and managing debt recovery.
- Adhere to quality control measures established within the Service Department.
- Support the scheduling and management of customer vehicle appointments for inspections, servicing, and repairs.
- Ensure customer satisfaction consistently by delivering on the company's commitments to clients.
Essential Skills and Competencies:
- Understanding of booking procedures.
- Familiarity with relevant systems related to the Service Department, including ongoing updates and developments concerning vehicle parts.
- Stay informed about product advancements by reviewing pertinent information and technical notes.
- Strong communication skills, both written and verbal.
- Proficient IT skills, with training provided on internal systems.
- Confidence in customer interactions.
- Ability to upsell services effectively.
- Customer-centric approach.
Employee Benefits:
- 25 days of annual leave, increasing with tenure.
- Matched contributory pension scheme up to 5%.
- Cash Back Health Scheme.
- Employee discounts across various retailers and services.
Volvo Group is an Equal Opportunity Employer.
