Mercedes-Benz CRM Administrator & Receptionist

This is a greatly varied role where the successful candidate will be responsible for coordinating our van customers’ digital services accounts, supporting customers in setting up their accounts and providing support when required. You will also be responsible for assisting in the maintenance of our customer database, updating customer records and contacting customers to confirm their details.

In the afternoons, this role will be based in our Head Office reception, managing incoming calls from sales, service and parts customers for all sites as well as greeting visitors.  Our Head Office reception is often the first point of contact for our customers and so exceptional customer service skills both over the phone and in person are essential.

At Ciceley Commercials Ltd, we strive to be the best in everything that we do. We believe that we have the best products and deliver the best customer service and we can only achieve this by having a team made up of the best people. Do you have the right skills, experience and ‘be the best’ attitude to join our team?

We are looking for a hardworking, organised and enthusiastic individual. You must be self-motivated, dedicated and a natural communicator.  

The successful candidate will be provided with the necessary training on our call handling and CRM systems.

Main responsibilities will include:

• Contacting van customers before and after handovers to discuss their Mercedes App (digital connected services) and supporting them in setting up their account
• Monitoring connectivity levels
• Providing Mercedes App support to customers and assisting in the management of their accounts e.g. updating vehicles and services.
• Updating customers records in Autoline CRM system
• Contacting customers to check and update details, establishing any requirements at the same time
• Managing incoming sales calls for the group
  • Understanding and qualifying caller requirements
  • Transferring callers to relevant member of the sales team
  • Adding callers’ details and enquiry to CRM system
• Taking overflow calls from the Service and Parts departments across the group, taking messages and ensuring these are followed up
• Conducting sales and service follow up calls, capturing and recording feedback from a recent experience
• Conducting call backs for missed calls for the group
• Checking, reporting and escalating messages not followed up within the required times
• Conducting customer service calls, checking customers’ current needs
• Greeting visitors, signing in /out
• Organising incoming and franking outgoing post
• Adhoc admin duties as and when required

Essential Criteria

• Previous reception and/or customer service experience
• Previous admin experience
• Excellent communication skills
• Organised and thorough
• Enthusiastic and dedicated approach to work
• Friendly and professional manner
• Hard working with a positive, can-do attitude
• Ability to self-motivate
• Strong attention to detail
• Problem solving attitude
• Willingness to learn
• Team player whilst able to work independently on own initiative
• Moderate computer skills

Desirable Criteria

• Previous motor trade experience
• Previous Autoline/Kerridge experience