Digital Experience Expert - Mercedes Benz

at  Inchcape

CREATE EXPERIENCES YOU CAN BE PROUD OF

Working with world-class brands as Digital Experience Expert, you’ll have the drive to deliver outstanding and trusted experiences for our customers. As part of a successful, global automotive group, you’ll broaden your experience across both sites and brands. And with the right support from us, you’ll be able to progress as high as you can aim.

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.

• Customer Experience whether face to face or over the telephone
• Experience in administration or customer service
• Customer focused and passionate about building positive and professional environments
• A team player, willing to support the wider team for the benefit of the customer or the business
• Great listener who is personable and willing to adapt to different styles
• Logical with a high level of attention to detail

• Follow Inchcape’s digital process with every customer, ensuring that we provide a professional and customer focussed experience for everyone.
• Make full use of digital tools such as Cit-Now, MBUK Video and maximise the social media opportunities in line with Inchcape’s marketing policy.
• Deliver class leading customer satisfaction, in line with the Mercedes Benz brand and Inchcape metrics.
• Complete and adhere to all the required compliance and legislative requirements, e.g. FCA, Data Protection, Trading Standards, Motor Law training, in addition to all Inchcape and OEM training requirements and compliance protocols. Always treat customers fairly.
• Be confident in handling any customer queries or challenges and act with honesty and integrity.
• Actively manage all digital leads and proactively prospect the customer database to generate new opportunities for the business.
• Continue to develop these leads in order to complete vehicle sales online where appropriateAlternatively, where the customer wishes to progress their vehicle sale on site, arrange a suitable appointment and pass the appointed lead to the sales manager
• Contact live finance customers at regular intervals during the life of their finance agreement
• Consistently follow the retention process and act proactively to retain customers and generate retention appointments for Sales Executives
• Use email/ web apps, and all digital avenues both inbound and outbound to maximise business opportunities
• Meticulous detail to log all activity for reporting and analytics
• Ad hoc telephone or video call with customers to deliver a great experience