Mercedes-Benz Customer Service Executive job
Job Details
Job Description
- As a Customer Service Executive, you are an integral part of the Service Team.
- Your role is to be the professional 'manager' of our customer-centric service.
- You are in direct contact with the customer and you are the skilled interface between them and the workshop, to deliver our customer promise.
- You have a significant impact on customer satisfaction and make a key contribution to the success of the aftersales operation.
- You are able to provide information on Mercedes-Benz Vans services and products and respond to queries about service-related topics.
Responsibilities
- Active review of planned work to ensure customer readiness.
- Pre-call and Check-in of vehicle, including reviewing customer and vehicle data.
- Confirm the key customer contact and preferred communication method.
- Establish scope of repair and maintenance, gaining customer approval where required and ensuring there is authority to pay and the account is not on stop.
- Ensure that a visual inspection is performed and an automatic quick-test to establish the status of the vehicle.
- Explain and hand-over the Workshop Order to the Workshop Controller.
- Monitor the repair status and clarify additional repair services.
- Create basic cost estimates and invoices, and update Digital Service Records.
- Provide proactive customer updates using the preferred communication method.
- Co-ordinate the pickup date, time, method and location with the customer.
- Return the vehicle to the customer, including explanation of work carried out.
- Ownership of job packs and associated documentation.
Desired Experience
- Experience working in the automotive industry with high customer expectations.
- Experience in customer contact and customer support.
- Experience in an automotive service operation or in a comparable role within the service sector.
- Basic technical knowledge and an understanding of service and parts.
- Basic knowledge of commercial vehicles and connected vehicles.
- Some understanding of compliance associated with Heavy Goods Vehicles.
- Some knowledge of service-relevant applications (DMS, XENTRY Products).
- Basic computer skills as well as general business knowledge.
- General IT knowledge of Microsoft Office applications.
Job Type: Full-time
Salary: £25,000.00-£28,000.00 per year
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Life insurance
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
Work Location: In person
Application deadline: 28/11/2021
Additional Benefits
- Company Pension
- Private Healthcare
About the Company
Intercounty Truck & Van Ltd has been operating as a successful Mercedes-Benz franchise for 20 years covering Northamptonshire, Cambridgeshire, Buckinghamshire and Bedfordshire with dedicated commercial vehicle dealerships to support our customer base.
Our customer service teams, technicians, sales teams and back office support all share the same goal; to deliver an unrivalled customer experience, adding value through our products and services. Intercounty has the expertise to offer the best service across a diverse customer portfolio.
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