Job description

Customer Service Advisor

We are recruiting for a Customer Service Advisor to join the team of one of our clients based in Coleraine. The client is the sole Volvo Truck & Bus Dealer and the leading provider of heavy commercial vehicles in Northern Ireland.

This position will be based at the Coleraine depot and the hours of work will be 830am to 5pm Monday to Friday with every other Saturday from 8am to 1pm.

About the Role

Key Duties & Responsibilities:

• Being the first line of contact for customers, greeting them in a courteous manner and interpreting their requirements
• Generating, amending and updating service schedules and sending reminders
• Vehicle and customer database management
• Booking PSV appointments
• Issuing workshop job cards and monitoring progress of vehicles in workshop
• Processing and closing out workshop job cards and assisting with invoicing
• Making outbound sales and customer care calls and managing key customer relationships
• Creating maintenance contract quotes and selling maintenance contracts
• Liaising with Workshop Foreman for job planning, to ensure efficiency and profitability
• Contacting customers to inform them of any additional work required and providing accurate quotations to gain the necessary authority to complete the work
• Contacting customers upon job completion, competently explaining the work that has been carried out and arranging vehicle collection/delivery
• Ensuring customer satisfaction at all times through delivery of the Volvo 'Customer Commitment's, assisting with customer follow up to ascertain service level satisfaction, and ensuring that all customer complaints are handled courteously and efficiently
• Other general administration duties, such as running various daily, weekly and monthly reports, scanning and filing paperwork, record archiving and general word processing

Essential Criteria:

• Be educated to GCSE standard or equivalent, including Maths and English
• Possess extremely strong administration skills
• Possess excellent organisational skills and the ability to adapt to changing circumstances.
• Possess the ability to communicate effectively at all levels, both verbally and written and both internally and externally
• Possess an ability to structure workload in an efficient manner
• Be able to cope working under pressure
• Must be confident with telephone communication and possess a polite and professional telephone manner
• Possess an excellent level of computer proficiency
• Be able to work effectively as part of a team whilst also possessing the ability to work effectively with minimal supervision
• Have a full driving licence

Desired Criteria:

• Relevant service reception experience or experience of working within a franchised car / heavy vehicle dealership would be desirable
• Although not essential, some existing mechanical knowledge would be advantageous.

Various Benefits:

• Generous holiday entitlement
• Access to a pension scheme with generous employer contributions
• Healthcare benefits
• Retail discount scheme
• Cycle to Work Scheme
• Gym/Leisure Centre membership
• Death in service benefit
• Free on-site parking at all our sites
• Ongoing training and development opportunities with global brand manufacturer training
• Long Service recognition
• A friendly work atmosphere within a real team environment
• Long term career prospects

Salary:

• Negotiable depending on experience

Job Type: Full time - Permanent

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