To be an ambassador of MBSW outstanding customer experience and expectation through being the first contact for inbound general switchboard, qualify customer satisfaction through outbound CSI call routines and facilitate customer complaints through the logging and dissemination of feedback through the relevant channels.

Salary: £10,382.58

Job Scope

  • Respond to incoming calls with the highest level of efficiency and courtesy to deliver exceptional customer care
  • Answer and handle inbound calls within agreed parameters
  • Validate customer experience through CSI call routines e.g. post service/handover calls
  • Capture complaints and pass to the site within 24hrs for action.
  • To ensure CSI contact is attempted and complete within 5 days of data receipt and above 85% penetration
  • Consistently exceeds customer expectations
  • Provides administrative support to all departments
  • Maintains standards in line with the business needs & franchise contract

Key Accountabilities & Responsibilities

  • Rotating inbound and outbound call rota
  • Monitor and record inbound call activity accurately via Host Module
  • Promote Mercedes-Benz exacting service standards in all customer contact
  • Effective outbound calling to ascertain customer experience after their service and sales visit
  • Educate customer on MBUK questionnaire to support ‘recommendation’
  • Qualify customer needs and personally establishes contact between customers and site/team member
  • Ensures messages are communicated to the necessary department in a timely manner
  • Capture customer complaints where relevant and pass to site within 24hrs of call
  • Provides administrative support to all departments where appropriate or requested.
  • Delivers consistently high standards of accuracy and quality in the completion of information

CWC General

  • Create effective communication links within the business to root CSU value
  • Communicate clearly, regularly and promptly with colleagues across all business areas
  • Uphold the Mercedes-Benz South West culture of quality and excellence
  • Ensure all capital outlay is authorised by a line manager or a director
  • Ensures all areas of Health & Safety operate effectively and within the requirements of the law

Knowledge & Specific Job Skills

  • Customer service experience essential
  • Good telephone and interpersonal skills
  • Dynamic and driven self-starter
  • Proven ability to work to deadline and targets
  • Flexible and professional

Driving Sales –  Identifies and initiates opportunities to drive sales and deliver commercial benefits
Customer Service – Focuses on the needs of customers to improve service and sales
Planning & Organising –  Organises own workload effectively, prioritising to deliver to deadlines
Analytical Ability & Decision Making – Demonstrates sound judgement in making decisions
Teamwork & Coaching – Quickly builds rapport and establishes relationships with others
Motivation – Demonstrates a positive attitude and takes responsibility for their own actions