Senior Customer Service Representative, Dublin

My client in the motor industry is looking for a Senior Customer Service Representative in their workshop department. The ideal candidate would have previous experience in the motor industry and within the customer service industry. The successful candidate will be based fully onsite in their offices in Kildare.

Job Purpose: To be the main point of contact for customers, delivering consistently high levels of customer service and contributing to increased customer satisfaction by providing relevant, accurate and timely information through each stage of the Service process, ensuring customer expectations are managed at all times.

Key Responsibilities&Duties:

To be the key customer contact and single point of reference for the Depot

Create, maintain and communicate the VOSP service plan to customers and re-plan as required

Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects

Load workshop schedule to maximize capacity

Maintain customer contact information in workshop planner and CM

Ensure all resources are available in advance of scheduled work (labour and parts availability request)

Ensure all CVRT appointments are planned and communicated to customers

Proactively up-sell products and services to the customer

Greet all customers on arrival at the Depot in a professional and friendly manner and complete any check in forms as required

Clarify for the customer and the workshop the basis for the repair– Retail/ Warranty/ Contract

Convert Fusion into repair orders

Gain formal customer authorisation for quoted work

Agree timescales for unscheduled work with customers and follow through to completion

Ensure that all authorised work is properly codified on the repair order prior to handover to the workshop

Invoice cash sale jobs

Manage bookings for loan vehicles

Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorisation of all incremental work

Gain customer agreement through selling the benefits of identified repair solutions in a professional manner

Follow up after service / repair visit to check customer satisfaction

Promote the benefit&features of Volvo service point on-line

To develop the Depot labour and parts sales by proactively promoting the services and products available through effective customer relationships

Monitor service alerts in VOSP and contact customers and make bookings as required

Take personal responsibility to ensure the customer reception area is maintained to a professional standard

Have an appreciation of our customers, the environment in which they operate and the direct impact we can have on their business

Participate in training and development programmes as required by the Company

Skills Profile:

Technical knowledge of commercial vehicles

Excellent communication&interpersonal skills

Excellent customer service skills

Effective negotiation&selling skills

Highly organised with a proven ability to work methodically, accurately and efficiently in a busy working environment with challenging deadlines

Strong IT skills essential

Person Profile:

Customer focused

Self-starter

Positive, can-do attitude

Team focused

Flexible approach to work

Methodical approach to problem solving

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