As a key member of the Customer Service Team the successful applicant must exemplify our Volvo Customer Commitments to ensure that we do the right things every day in order to meet the customer’s expectations and get more loyal customers. The person will be the primary point of contact for customers, managing & delivering consistently the highest levels of customer service and contributing to increased customer satisfaction by providing relevant, accurate and timely information through every stage of the Service process, ensuring customer expectations are managed at all times.
Key Responsibilities & Duties:
Greet all workshop customers on arrival at the Depot in a professional and friendly manner.
Confirm, agree and coordinate requirements of planned visits for customers.
Ensure all resources are available in advance of scheduled work (labour and parts).
Load workshop schedule ensure efficient use of all Facilities & Departments as appropriate. .
Maintain customer contact information in workshop planner while also communicating timescales for unscheduled work with customers, ensuring clear agreement on all work carried out.
Ensure all scheduled maintenance appointments are planned and communicated to customers.
Proactive sale of products and services as appropriate.
Manage bookings for any other vehicles, including loan vehicles.
Promote the benefit & features of Volvo services and vehicles as well as being a brand ambassador.
Take personal responsibility for the entire customer experience whilst visiting our workshop.
Participate in training and development programs as required by the Company as well as training other members of the Irish Commercials Team as required.
Undertake any other duties or activities as required while remaining flexible in the approach to duties and responsibilities associated with the role.
Relevant Trade or Technical qualification or equivalent
Relevant industry experience
Technical knowledge of commercial vehicles
Excellent communication & interpersonal skills
Excellent customer service skills
Ability to lead & manage as required
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
Positive, can do attitude
Flexible approach to work
Methodical approach to problem solving