Mercedes-Benz Customer Service Operator

The successful candidate will be responsible for handling and managing incoming calls for the Sales, Service and Parts departments across all our sites, greeting visitors to Head office, as well as making outbound customer service calls, assisting to cleanse our CRM database and assisting with general administration duties. 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.

Main responsibilities will include:

• Managing high volume incoming sales calls for the group
  • Understanding and qualifying caller requirements
  • Transferring callers to relevant member of the sales team
  • Adding caller’s 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 customer’s current needs
• Greeting visitors, signing in /out
• Organising incoming and franking outgoing post
• General adhoc administration duties

Essential Criteria

• At least two years reception and/or customer service experience
• Excellent communication skills
• Enthusiastic and dedicated approach to work
• Friendly and professional manner
• Hard working with a positive, can-do attitude
• Ability to self-motivate
• Organised work ethic
• Strong attention to detail
• Problem solving attitude
• Patient and calm persona
• Willingness to learn
• Moderate computer skills

Desirable Criteria

• Previous motor trade experience