Customer Service Representative

3 days ago

Perth, United Kingdom Volvo Trucks UK Full time

**Customer Service Representative - Volvo Truck & Bus Perth**

**Competitive salary plus an excellent benefits package including company bonus, 25 days holiday (increasing with service), competitive pension scheme and much more**

We are looking for an enthusiastic customer service professional to join us as a **Customer Service Representative** at our Perth depot. This is an exciting opportunity to join one of the world’s leading manufacturers of commercial vehicles.

**About us**
At Volvo Truck and Bus, we are passionate about what we do and who we are. We believe our employees are our greatest asset to enable us to deliver excellent service to our customers. Our culture promotes training and development to help individuals reach their career goals and encourages positive working relationships between staff and managers where ideas are valued.

**About you **
As a **Customer Service Representative,** you will play a pivotal role in the customer experience. You will guide our customers along their journey with us, developing effective relationships with them.

To be successful in this role you must be able to work in an organised & methodical manner in a fast-moving environment, ensuring that all daily tasks are completed. Exceptional communication skills are key for this role as well as the ability to negotiate and use initiative. Attention to detail is critical and you must be able to adapt your communication style depending on the situation.

Ideally you will have experience of working in a customer facing role with a working knowledge of vehicle technology and an understanding of operator’s licence laws and regulations.

**Key responsibilities within the role**
- Proactively promote our services and up-sell products to our customer
- Develop the Dealerpoint labour and parts sales by proactively promoting the services and products available through effective customer relationships
- Clarify for the customer and the workshop the basis for the repair - Retail/ Warranty/ Contract
- To be the key customer contact and single point of reference for the Dealerpoint
- Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects
- Load workshop schedule to maximise capacity utilization
- Ensure all resources are available in advance of scheduled work (labour and parts)
- Ensure that all proposed work is correctly specified based on standard
- Agree timescales for unscheduled work with customers and follow through to completion
- Ensure that all authorised work is properly codified on the repair order prior to handover to the workshop.
- Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorisation of all incremental work
- Review quality of job documentation and highlight issues / deficiencies to Workshop Controller for follow up
- Follow up after service / repair visit to check customer satisfaction as per GVS process.
- Any other duties that may be reasonably requested by your manager

**Job Types**: Full-time, Permanent

**Salary**: Up to £25,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Referral programme
- Store discount

Work Location: In person

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