Inbound/Outbound Customer Telephone Service Advisor

Inbound/Outbound Customer Telephone Service Advisor

Location: Lichfield - Hybrid

The Inbound/Outbound Customer Telephone Service Advisor role is one of the busiest and most important roles in our organisation.

You will be the first point of contact when speaking to our customer and booking their car in for Service/Repair.

You must have good listening skills with our valued customers over the telephone whilst also ensuring customer satisfaction levels are outstanding.

Therefore, we expect excellent inter-personal skills as well as time management and organisational skills to ensure the efficient booking and servicing of customer vehicles. You will be enthusiastic and a great team player with excellent communication skills and the ability to sell additional products and services to our customers.

Your role includes but is not limited to:

Maximising Profit per Telephone Call through:

• Product Sales: To actively and professionally promote all ancillary products to achieve targets set by your Manager every day.
• Up Sell: To actively promote and fully explain the value of additional work to customers to ensure you maximise the profit generated from the service while maintaining the bond of trust.
• Data Quality: To accurately and vigorously collect, manage and input all customer contact and vehicle data into the CDK system to maximise the quality and content of the customer database.

Person Specification

Must Be

� Team player

� Highly Motivated

� Target driven

� Adaptable

� Focused

� A quick learner

Ability

� Multi-task efficiently

� Use their own initiative

� Work well under pressure

� Succeed in a sales environment

� Demonstrate a strong work ethic

� Good with IT

Must Haves

� Excellent customer service skills

� Excellent communication skills

� Excellent customer focus

� Ability to smile over the phone

Outbound calls

• Calling lapsed and current customers, ensuring that they are aware that their car is overdue/or due for servicing/MOT. Then book into the correct site

1 Link & Online Bookings

• Actioning 1 link/web bookings

Answering Machine

• Taking voice messages and actioning as requested

Live Chat

• Respond to customers via live chat in a timely and professional manner

Please email for further information