Customer Service Representative

Customer Service Advisor required to be the main point of contact for customers, delivering consistently high levels of customer service and contributing to increased customer satisfaction by providing relevant, accurate and timely information through each stage of the Service process, ensuring customer expectations are managed at all times.

Recruitment

Job Purpose:    
To be the main point of contact for customers, delivering consistently high levels of customer service and contributing to increased customer satisfaction by providing relevant, accurate and timely information through each stage of the Service process, ensuring customer expectations are managed at all times.

Key Responsibilities & Duties:
• To be the key customer contact and single point of reference for the Depot
• Create, maintain and communicate the VOSP service plan to customers and re-plan as required
• Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects
• Load workshop schedule to maximise capacity
• Maintain customer contact information in workshop planner and CM
• Ensure all resources are available in advance of scheduled work (labour and parts)
• Ensure all CVRT appointments are planned and communicated to customers
• Proactively up-sell products and services to the customer
• Greet all customers on arrival at the Depot in a professional and friendly manner and complete any check in forms as required
• Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract
• Convert GDS quotes into repair orders
• Gain formal customer authorisation for quoted work (Retail/ VCM)
• 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
• Invoice cash sale jobs
• Manage bookings for loan vehicles
• Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorisation of all incremental work
• Gain customer agreement through selling the benefits of identified repair solutions in a professional manner
• Follow up after service / repair visit to check customer satisfaction
• Promote the benefit & features of Volvo service point on-line
• To develop the Depot labour and parts sales by proactively promoting the services and products available through effective customer relationships
• Monitor service alerts in VOSP and contact customers and make bookings as required
• Take personal responsibility to ensure the customer reception area is maintained to a professional standard
• An appreciation of our customers, the environment in which they operate and the direct impact we can have on their business
• Participate in training and development programmes as required by the Company
• Undertake any other duties or activities as required

Skills Profile:
• Relevant Trade or Technical qualification or equivalent
• Relevant industry experience
• Technical knowledge of commercial vehicles
• Excellent communication & interpersonal skills
• Excellent customer service skills
• Effective negotiation & selling skills
• Highly organised with a proven ability to work methodically, accurately and efficiently in a busy working environment with challenging deadlines
• Strong IT skills essential

Job Ref: CSR-11/18 

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