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Aftersales Service Ambassador
1 month ago
Job Title:
Aftersales Service AmbassadorSalary: £30,000 - £40,000 per annum
As a key member of our Service Team, you will be responsible for delivering exceptional customer service and ensuring that all customers are fully satisfied with the aftersales services provided by INTERCOUNTY TRUCK & VAN LTD. Your primary focus will be on building strong relationships with our customers and providing them with a skilled interface between themselves and our workshop.
You will ensure that all systems are kept up to date at all times, positively impact customer satisfaction, and contribute to the success of the aftersales operation. This includes providing information on Mercedes-Benz services and products, responding to queries about service-related topics, and ensuring that all Mercedes-Benz UK and ICTV standards are met.
In this role, you will be responsible for establishing a quick, reliable, and trustworthy rapport with customers, being flexible and adapting easily to changing situations. You will also be resilient in delivering consistent performance in a fast-paced environment and work diligently as an ambassador of the Mercedes-Benz brand.
Your key accountabilities will include actively reviewing planned work to ensure customer readiness, completing three-day pre-call checks, and liaising with Central teams in a polite and professional manner to resolve any issues. You will also be responsible for checking-in vehicles, including reviewing customer and vehicle data for completeness, confirming the key customer contact and preferred communication method, establishing the scope of repair and maintenance, and gaining customer approval where required.
You will ensure that a visual inspection is performed and an automatic quick-test is established to determine the status of the vehicle. You will also explain and hand over the Workshop Order to the Workshop Controller, monitor the repair status, clarify additional repair services, create basic cost estimates and invoices, update Digital Service Records, provide proactive customer updates using the preferred communication method, co-ordinate the pickup date, time, method, and location with the customer, return the vehicle to the customer, and ensure all paperwork is completed to audit standard and all systems are updated in a timely manner.
To be successful in this role, you will need to have experience working in automotive or an operational service industry involving high customer expectations, experience in professional customer contact and customer support, proficiency in Microsoft Office computer skills, and general business knowledge. It would be beneficial if you had basic technical knowledge and an understanding of service and parts, as well as preferred knowledge of service-relevant applications (DMS, XENTRY Products) in an operational context.
