Provides the highest level of customer care and satisfaction, ensuring customers and visitors receive an immediate and courteous welcome. Consistently exceeds customer expectations while maintaining standards in line with the business needs as well as the franchise contract. 

Job Scope:

  • Responsible for dealing with all telephone enquiries, ensuring all queries are dealt with appropriately within agreed timescales
  • Provides all customers in the showroom/reception with immediate attention
  • Provides administration support to all departments

Key Accountabilities & Responsibilities

  • Communicates the Mercedes-Benz culture of quality and excellence
  • Provides telephone ‘meet’ and ‘greet’ support for all departments
  • Approaches & welcomes all visitors in a friendly and open manner
  • Personally establishes contact between customers and an appropriate member of staff
  • Ensures messages are communicated to the necessary department in a timely manner
  • Maintains order and cleanliness in the customer reception area
  • Provides administrative support to all departments in line with the company and Mercedes-Benz standards and processes(including updating the Kerridge Database with customer contact)
  • Ensures incoming and outgoing post is dealt with promptly
  • Processes requests for general stationary, letterheads and business cards
  • Delivers consistently high standards of accuracy and quality in the completion of information
  • Communicates and develops strong personnel relationships with customers
  • Communicates clearly, regularly and promptly with internal colleagues across all business areas
  • Identifies training and development needs for self as part of the performance management process
  • Ensures all areas of Health & Safety operate effectively and within the requirements of the law
  • Builds good relationships with manufacturers, professional bodies, suppliers and statutory representatives
  • Ensures all capital outlay is approved by their line manager or a director

Knowledge & Specific Job Skills

  • Competent IT skills
  • Good telephone manner and interpersonal skills
  • Must be accurate and show attention to detail

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