Contact Centre Executive - Mercedes-Benz

at  Stratstone

DESIRED SKILLS AND EXPERIENCE:

• Demonstratable communication and interpersonal skills, and experience in a customer-facing role.
• Experience in using Microsoft Office products, and working with databases is desirable.
• Knowledge of the automotive industry, particularly in regard to vehicle servicing and maintenance, is desirable.
• Ability to comply with all company and manufacturer policies and procedures

OVERVIEW OF ROLE

Our Contact Centre Executives play an important role in our business - often, you’ll be the first point of contact for our customers, listening to their requirements and suggesting products and services. Above all, you’ll be ensuring that every customer feels valued.
We have a clear strategic focus to deliver an unparalleled level of service for every customer; our competitive edge relies on the quality of the people recruited into our teams. With people at the core of our strategy we are discerning about whom we employ, and expect our employees to have high levels of integrity, be passionate about their role and take ownership of their customers’ and colleagues needs in line with our values.

DUTIES, RESPONSIBILITIES & PERSON SPECIFICATION

• Handling inbound booking calls for service departments, delivering customer service excellence and maximising profitability
• Carrying out outbound service, MOT, vehicle maintenance and all other aftersales-related booking calls for divisional service departments
• Conducting follow-up calls for divisional marketing campaigns, as required
• Building valuable relationships with all our customers, focusing on increasing customer retention
• Maintaining the Central Dealer Management System (ADP Autoline) in accordance with Jardine Motors Group’s database policies and procedures