Customer Service Representative in Hayes, London, United Kingdom
Hayes, London, United Kingdom |
GBP £25000 to £26000 per annum |
Permanent
Salary: £25,000 Per year
Location: Hayes
Working Hours/Times: Shift pattern - alternating weekly rota 0600hrs to 1430hrs/10am to 1830hrs
This is an opportunity for a Customer Service Representative to excel in helping to support the company in driving the business forward through supporting the workshop and the service team.
Responsibilities:
Planning:
- Speak to customers face-to-face and over the phone.
- Act as one point of contact for the customer.
- Confirm details of any planned visits with customers in advance.
- Plan work in to the workshop schedule.
- Create job card/repair order for the work to be carried out.
On arrival:
- Greet all customers on arrival at the dealer point in a professional and friendly manner.
- Clarify for the customer and the workshop the basis for the repair - Retail/ Warranty/ Contract.
- Ensure that all proposed work is correctly specified based on standard IMPACT content, and converted to GDS quotes.
- Be able to convert GDS quotes into repair orders.
- Gain formal (written) customer authorisation for quoted work (Retail/ VCM.)
- 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.
- Be able to convert a workshop repair order into a sales invoice.
- Manage bookings for courtesy cars.
Service and Repair:
- 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.
- Review quality of job documentation and highlight issues / deficiencies to Workshop Controller for follow up.
Invoice and Follow-up:
- Produce and explain invoice to customer at point of vehicle collection, resolve any queries or objections on a timely basis.
- Follow up after service / repair visit to check customer satisfaction as per GVS process.
- Work in accordance with company standards of health, safety, quality and environmental care.
Experience needed:
- Numerical
- Parts/stock control experience
- Experience of dealing directly with customers
- Good planning and organisational skills
- Able to work to process and policies
- Able to work confidently with in-house IT systems
- Quickly learn and retain technical information relating to Warranty and Contract Terms and Conditions
- A technical background would be of benefit
If this is something that interests you then please contact Chris on <phone number removed>
Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.
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