Customer Service Coordinator
Posted on Jan 20, 2019 by Anonymous
Shift pattern: 5 days a week: Between the hours of 6am and 10pm
PURPOSE OF THE POSITION
Working under the guidance of the Call Centre Manager and Fleet Service Supervisors, the main aim of a fleet service advisor is to provide excellent customer service; to meet and exceed their customer's requirements and KPI's.
ESSENTIAL JOB FUNCTIONS
Answer all inbound calls to the Customer Service Centre within KPI
Prioritising work flow to maximize time efficiency, to meet productivity & quality targets
Deliver exceptional customer service across the board by achieving on-time delivery, product excellence and adherence to customer requirements.
Build close working relationships with the suppliers/internals to promote co-operation and ensure utilisation and optimisation of work allocation.
Make sure all customers KPI's and SLA's are met when dealing with all requests
Support the management team with any tasks/requests as required by the demands of the Service Centre
Ensure all warranty items are issued to correct suppliers within reasonable timescales.
Make accurate frontline decisions within a timely manner, ensuring correct placement of vehicles whilst maintaining cost controls.
Responsible for the movements of broken down vehicles and replacement vehicles (spares) to cover within KPI and SLA time frames.
Chase Suppliers on the timely completion of jobs, keeping VOR within KPI.
Update notes on system to reflect status of jobs and log any calls received to and from customers. Keep customer informed at all time of status of repair of vehicle and adhere to any queries from the customer in a timely manner.
Essential: Minimum GCSC level or equivalent
Desirable: CS related qualification
Previous working experience within a customer orientated, service environment, preferably within the automotive industry
Experience of working in a customer services centre
Knowledge of vehicle parts would be an advantage
Knowledge and Skills:
Ability to prove and demonstrate your experience in the provision of high levels of customer satisfaction.
Excellent communications skills and the ability to clearly communicate information both verbally and in writing
Excellent computer literacy, a working knowledge of Kerridge or R2C is preferable
Ability to work as part of a team and on your own.
Attention to detail. Must be flexible and motivated
Professionally presented and possess a good work ethic
Ability to pro-actively provide solutions and solve internal and external customer queries
If interested, APPLY NOW! Alternatively, please send a copy of your CV to
Meyer-Scott Recruitment Services