Job jobs in Naas, County Kildare

Customer Service Advisor (Motor Industry)

This role is a fantastic role, working as the lead CSR, supporting our Customers through each stage of the Service process.

This role is 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.

The right candidate for this role:

• Must have previous experience as a CSR in the Motor industry
• Positive, bubbly personality, being able to build good working relationships - a real Team Player
• Must be a genuine Customer Focused person, being able to manage pressure, high volumes while keeping your customers up to date at all times
• Must be good at following a process and working within guidelines
• Strong efficient Administrator

About the day to day role:

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 maximize capacity
• Maintain customer contact information in workshop planner and CM
• Ensure all resources are available in advance of scheduled work (labour and parts availability request)
• 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 Fusion into repair orders
• Gain formal customer authorisation for quoted work
• 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
• Have 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 HGV industry experience essential
• 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

Pay: €40,000.00-€45,000.00 per year

Benefits:

• Bike to work scheme
• Company pension
• Employee assistance program
• On-site parking

Application question(s):

• Do you have previous experience as a Customer Service Advisor in the Motor Industry? Please briefly state experience.

Work authorisation:

• Ireland (required)

Work Location: In person