Mercedes-Benz South West has the backing of City West Country Ltd, a privately-owned family ran organisation with more than three decades of motor industry experience. The founder of the franchise is determined that family values will remain at the heart of Mercedes-Benz South West for many years to come. Our business employs 600 staff who are based across 9 sites throughout the South West, which includes our 4 dealerships which are based at Exeter, Taunton, Plymouth and Truro.

We are currently looking for a Customer Experience Specialist at our site in Hill Barton, Exeter. The working hours for this position are Monday to Friday 08:30 – 18:00 with alternate Saturday’s.

The successful candidate will directly promote online sales, be responsible for post-sale to delivery of the Mercedes-Benz and Smart brand while consistently exceeding customers expectations.

What can we offer you?

  • 30 Days holiday (including bank holidays)
  • Bonus scheme
  • Car Benefit Scheme
  • Scottish Widows Pension Scheme
  • Employee Assistance Programme
  • Life Assurance
  • Excellent training and support
  • Career progression
  • Cycle to work scheme
  • Eye care vouchers
  • Long Service awards

Salary:

£20,000 (OTE £34,000)

Customer Experience Specialist Responsibilities:

  • Communicates the Mercedes- Benz culture of quality and excellence
  • Deliver the sales and delivery experience in line with the company and Mercedes- Benz standards and processes
  • Participates in planning & working sales campaigns and promotions
  • Establish and maintain strong and loyal relationships with key business partners
  • Communicates and develops strong personal relationships with customers
  • Offers sound advice and product knowledge to customers on vehicles, prices, specifications and technical data
  • Uses knowledge of the competition to highlight advantages to customers
  • Concludes sales in a professional manner and with the best interest of the company
  • Displays effective time management and self efficiency to manage their own diary
  • Maintain accurate information of customer database within franchise and legal guidelines
  • Organises all administrative aspects of the transaction in line with the customers expectation
  • Communicates clearly and effectively with dedicated point of administration to ensure that the process runs efficiently in line with the customers’ expectations
  • Displays sound knowledge of the finance products available and documents full for compliance purposes
  • Provides the customer with contacts in other departments to support the overall customer experience
  • Reviews customer satisfaction and implements improvements
  • Communicates clearly, regularly and promptly with the customer, their line manager and colleagues
  • Identifies training and development needs as part of the performance management process
  • Ensure the safety and security of people, vehicles and property at all times, reporting any known faults or hazards
  • Ensures all capital outlay is authorised by their line manager or a director
  • Adheres to company expectations around online video calls and messages

What’s required from you?

  • Demonstrates their enthusiasm and passion for selling the Mercedes-Benz & smart brands within the Motor Industry
  • Is highly motivated, articulate and communicates effectively
  • Has sound knowledge of product and is trained in sales
  • Enjoys exceeding customer expectation

CORE MBSW BEHAVIOURS 
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