Aftersales Customer Support Specialist
Location: Salisbury
Salary: £23,400 basic - £29,400 OTE
Hours: Monday - Friday, 08:30 - 17:00
Driver's Licence: Not required
Purpose of the Role
Our client is seeking an Aftersales Customer Support Specialist to join their dynamic team in Salisbury. This role involves managing and processing all incoming leads and queries related to the service and repair of customers' vehicles through various channels such as telephone, website, and other digital formats. The successful candidate will be responsible for driving outbound marketing activities to existing customers, identifying their needs, and responding with exceptional customer service. Additionally, you will be expected to upsell retention products using professional sales techniques, ensuring the customer receives the best possible experience.
Key Responsibilities
- Sales and Customer Engagement: Professionally sell additional products, services, and repair work, ensuring customers are fully aware of all available products, promotions, prices, and services.
- Customer Assistance: Address all customer requests, including those related to parts, vehicle sales, and repairs, while maintaining an effective telephone manner and processing leads within agreed Service Level Agreements (SLAs).
- Workflow Management: Load the workshop diaries in line with availability and collaborate closely within the Hub team to ensure comprehensive coverage of all role aspects.
- Proactive Outreach: Engage in activities to drive business from provided leads (no cold calling required) and maintain effective communication with sales, parts, and workshop teams.
- Customer Interaction: Maintain a professional representation of the business at all times, ensuring all customer queries are promptly answered or appropriately handled.
- Technical Support: Respond to customer questions about technical issues in an accessible manner, or direct them to the appropriate staff member.
- Account Management: Ensure account customers have sufficient credit for agreed work, handle customer complaints calmly, and bring them to the attention of relevant Aftersales Managers.
- Record Keeping: Keep customer and transaction records up to date, establish and record customer preferences, and document all potential warranty issues as per brand partner requirements.
- Health and Safety Compliance: Ensure adherence to all health and safety, environmental, and company policies.
- Additional Duties: Undertake other tasks and responsibilities as requested by the Head of Aftersales.
About You
- Customer Service: Demonstrate exceptional customer service skills with a focus on prompt responses to requests.
- Communication: Possess excellent listening and verbal communication skills with a professional and confident telephone manner.
- Technical Skills: Be computer literate, with a solid understanding of Microsoft Office.
- Problem Solving: Show the ability to resolve issues, follow through on tasks, and work methodically under pressure.
- Teamwork: Work constructively within a team, prioritising workloads and making sensible decisions.
- Sales Experience: Experience in upselling products and services is essential.
- Customer Service: Preferably have experience in customer service or a contact centre environment, though this is not essential.
- Automotive Knowledge: Experience in the automotive industry is preferable but not essential, as full training will be provided.
Benefits
- 30 Days Annual Leave: Including Bank Holidays.
- Birthday Leave: Extra holiday to celebrate your birthday.
- Contributory Pension Scheme
- Free Eyecare Vouchers
- Life Assurance: Coverage of 3x your base salary.
- Mental Health Support: 24/7 helpline access.
- Online Rewards Platform: Discounts at multiple retailers.
- Service Recognition: Celebrate milestones at 5, 10, 15, 20, and 25 years.
- Cycle to Work Scheme
- Colleague Referral Fee: £500.
- Staff Discounts: On parts, servicing, MOT tests, vehicles, and motorcycles.
- Career Progression: Ongoing support, coaching, and training.
If you are interested in the position and would like some more information or to apply, please call Bethany at Premier Automotive on . Premier Recruitment Solutions Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. We are an equal opportunities employer and all applications will be assessed solely on merit.
INDAUT