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Customer Service Advisor

Employer
Inchcape UK
Location
Norwich
Salary
£13,600 per annum OTE £16,000 + Excellent Company Benefits
Closing date
3 Apr 2019

View more

Sector
Customer Service & Call Centres
Hours
Part Time
Flexibility
Set hours
Contract Type
Permanent
Sales & Customer Service Advisor - BMW Contact Centre - Norwich (Fixed Term)

This is Fixed Term Contract until 31st March 2020.

This is a Part Time position working 32 hours per week, over 4 days (days negotiable). The daily shift patterns will be on a rota basis and will cover the hours of 8am-6pm. There is also a Saturday Rota which is 1 in 5. (Saturdays are 4 hour shifts only (8.30am-12.30pm) and you will get this time back during the week.

Purpose of the Role

As a Customer Sales & Service Advisor you will be responsible for understanding the customers’ needs to guide them towards the service or product that will best meet their requirements.

You will take inbound calls from a central dealership location for the entire brand across the country and process and maintain accurate records of work via an online booking system.

The role also involves a proportion of outbound calls. These include duty of care reminder calls to our existing customers to advise of service and MOT due dates, safety related items and customer care calls.

We believe that every individual in every role in our business contributes to delivering Inchcape’s mission to be the world’s most trusted automotive distributor & retailer.

Responsibilities

  • Responsible for answering Inbound calls in line Audi standards with a customer focus. Maximise on the opportunity the call presents and upselling as appropriate.
  • Dialling outbound data with a duty of care and maximising on opportunity to upsell
  • Booking customers in for work required accurately and updating customer and outcome of call details
  • Overcoming customer objections to maximise bookings to help achieve Retail and Warranty targets for the Brand
  • Ensure that all communication is Audi centric and achieve Mystery Shop Brand standards on every call

Skills and Experience Required

  • Excellent telephone manner
  • Experience of working in a fast pace and evolving customer service role
  • Experience of dealing with customers via telephone
  • Accuracy and good attention to detail
  • Previous experience of working within a contact centre environment is preferable
  • Excellent communication and negotiation skills
  • Self-motivation and enthusiasm to succeed
  • Automotive or contact centre experience would be an advantage, however full training will be provided

Inchcape Overview

Inchcape is a leading global automotive distributor and retailer operating in the premium vehicle sector, based in 29 international markets, currently employing 14,500 people worldwide 

The UK is Inchcape’s largest market and we employ more than 5,500 colleagues and operate from over 100 retail centres, working in partnership with Audi, BMW, Mercedes Benz, Jaguar, Land Rover, Toyota, Lexus, MINI, VW and Porsche. We also have a dedicated fleet division, a Used Car team, a network of Contact Centres and Finance Centres, as well as a Retail Support team that includes HR, Marketing, IT, Property, Health and Safety, Legal and Compliance, and Procurement.

We believe that every individual in every role in our business contributes to delivering Inchcape’s mission to be the world’s most trusted automotive distributor & retailer.

Additional Company Benefits

  • 22 days holiday, rising to 25 after 5 years (Pro Rata)
  • Company pension scheme
  • Life assurance
  • Discount gym membership
  • Vehicle purchase discount
  • Employee Advantage - retail discounts with over 3000
  • Cycle to work scheme

And many more…..


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