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Customer Contact Advisor Wellington

Reference Number - 0123445567567
Location Wellington
Salary Confirmed at interview
Closing Date 15/10/2021
Working Hours 40
Benefits Bonus Scheme Car Benefit Scheme Company Pension Scheme Free MOT per Year

Main Purpose:

Clients

- To contact clients and inform them of upcoming work required.

- To give full cost estimates for any work requirement

- Make booking for future work to suit the client

- To establish a good initial relationship with client on first contact

- Determine customer need such as alternative transport, waiting appointments, lifts, collection and delivery service or loan car bookings

- Promptly respond to hot alerts and complete booking

- Obtain vital client data such as contact number, email address and vehicle details

- To carry out follow up calls to maintain and develop a first class customer experience

- Handle clients objections and complaints in a professional manner and escalate them to a Service Manager where necessary

- Complete any ad-hoc tasks as requested by Department Manager or Company Director

Sales

- To organise work booking and load diary effectively to allow for a smooth flow of work

- Provide quotes to clients using menu pricing and parts and labour costings

- Book in future work and arrange call back to rebook client if needed

- Overcome client objections and prompt Company by informing clients of complimentary benefit of using us and our Nissan trained technicians using a first class work shop with the latest equipment

- To sell customer additions services such as service plans or extended warranty

Quality

- Must be presented well in business attire at all times

- Have the ability to work on their own as well as in a team and cope well in a busy environment being able to deal with multiple tasks and follow up process at all times

- Must be willing to learn and take on new responsibility and inform the Line Manager of any training needs or areas for improvement

Key Performance Indicators

- Pre-book services and MOT to create a busy workshop

- Sell service plans and warranty to retain existing clients

- Uphold a high customer satisfaction score by completing follow up calls and dealing with the client in an effective and professional manner

Knowledge and Skills

- Computer Literacy

- General office equipment

- Communication

- Numeracy

- Flexibility

- Planning and organisation

- Team working

- Sales Skills

- Integrity


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