Customer Service Centre Team Member
1 month ago
D.M Limited is a family-run business with a rich history spanning over 60 years. We have grown from humble beginnings to become one of the top 100 car dealers in the country, with a stable workforce of over 450 people. Our commitment to excellence and customer satisfaction has earned us a reputation as a trusted and reliable partner in the automotive industry.
Job DescriptionWe are seeking an ambitious and driven individual to join our team as a Customer Service Centre Executive. As a key member of our service department, you will be responsible for providing world-class customer service, handling service and MOT booking calls, and maximizing profitability through product sales. You will work closely with colleagues to achieve excellent customer satisfaction and exceed expectations.
Key Responsibilities- Handle service and MOT booking calls for service departments, delivering customer service excellence and maximizing profitability with product sales.
- Carry out outbound service, MOT, vehicle maintenance, and other Aftersales-related booking calls for the Service Departments.
- Conduct follow-up calls for marketing campaigns, as and when required.
- Build valuable relationships with all our customers, focusing on increasing customer retention.
- Maintain the database (pinnacle) in accordance with D.M Limited's database policies and procedures.
- Conduct follow-up calls relating to customer complaints.
- Clearly record collection and delivery, waiting jobs, and loan car bookings in the relevant diary.
- Check at time of booking, for any outstanding manufacturer recalls due and report to customers for permission to carry out any outstanding recall/s during their visit to the dealership.
- Demonstrable communication and interpersonal skills, and experience in a customer-facing role along with excellent organizational skills.
- Experience in using Microsoft Office products, and working with databases is desirable.
- Knowledge of the automotive industry, particularly in regard to vehicle servicing and maintenance is desirable. Also, experience of working within a Call Centre environment would be beneficial but not essential.
- Ability to comply with all Company and Brand/Manufacturer policies and procedures.
You will work 6 days per week, an average of 30 hours per week, and you will cover Monday to Friday with Saturday on a rota basis. Shifts will include:
Week 1: 8am - 4pm Monday to Thursday, 8am - 3pm Friday, 8:30am - 1pm Saturday
Week 2: 10:30am - 6:30pm Monday to Friday
If you have worked in retail previously, you will be glad to know we close Easter Sunday, Christmas day, Boxing day, and New Year's Day.
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