Customer Experience Expert

at  Inchcape

CREATE EXPERIENCES YOU CAN BE PROUD OF.

The automotive industry is undergoing its biggest transformation, moving from a product to service centred approach. Mercedes is determined to be at the forefront of this transformation, revolutionising every step of the customers journey with the onsite dealership at its heart.
As a customer experience expert, you will be an ambassador for one of the world’s leading brands, you will guide the customer through their journey as the first point of contact in the Retail Centre, delivering on their needs and requirements, whilst providing a customer focused, premium experience.

HELPFUL SKILLS AND QUALIFICATIONS

Don’t worry about ticking off every single skill here if you care about delivering great experiences as much as we do, we want to hear from you.

• Ability to provide a first-class customer service with energy and enthusiasm
• An effective multitasker who is methodical and efficient
• Has a genuine desire to help people and the team
• Has a passion for the product - responsible for keeping up to date with the latest Mercedes Benz product information
• Attention to detail
• Excellent listening and communication skills

• Proactively approaching customers to offer help and advice based on the customers requirements
• Helps create the right retail environment for our customers – inc. display
• Planning and managing the Customer Journey – enabling them to make an informed decision – and providing customers with relevant information on all relevant products and services available throughout the retailer in a compliant manner
• Present a balanced presentation of funding options to a customer, following compliance processes and requirements (inc. Initial Sales Disclosure)
• Helps facilitate the basic needs of our aftersales customers – working with the aftersales team to provide seamless service
• Help facilitate the test drive experience of our product including product presentation and documentation
• Works with your managers to secure and process vehicle orders – including the effective use of Mercedes Benz platforms where applicable
• Helps arrange and agree handover details for customers who purchase a vehicle, working with admin and vehicle progress chaser
• Assists in following up previous visitors and enquiries to revisit assist and re appoint where suitable