TRAINEE CUSTOMER SERVICE ADVISOR - SWANSEA
Objectives
Convincingly convey the image of Mercedes Benz brand, mediating successfully between the customers needs and desires and the interest of the company.
Ensure customer satisfaction through professional manner, using the ability to remain reassuring to the customer during difficult situations.
Developing into the role of Service Advisor with the daily coaching and mentoring of the Senior Service Advisor.
Reporting
The Trainee Customer Service Advisor reports to the Service Manager with a dotted line to the Senior Service Advisor.
Key Responsibilities
- Informing customers of their ongoing vehicle status
- Completion of the C Service Certification via Mercedes Benz or Daimler Truck
- Assisting the Service Advisor with daily duties
- Efficiently and politely dealing with inbound and outbound phone calls within Company guidelines
- Effectively learning the role of the service advisor to encompass:
- Raising Job Cards
- Writing orders for repairs
- Entering additions/changes to customer database
- Handing over finished vehicles to customers
- Giving customers detailed explanations on extent of repairs
- Monitoring whether repairs are being carried out to the required delivery time
- Actively sell after-sales services to include Service Contracts
- Discussing and arranging payment with customers
- Booking in of vehicles to ensure continuity of workshop loading
- Provide advice on warranties and service requirements
- In the case of legally required inspections, explaining the necessary vehicle test requirements
- Arrange schedules for MOT/Vehicle inspection
Key Performance Measures
- Effectively and politely liaising with customers regarding their vehicles status
- Delivering service excellence at all times
- Effectively learning the role of the Service Advisor
- Successful completion of the C Service Certification
