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Date Added: Sat 10/07/2021

Truck Customer Care Advisor

Ipswich, UK
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Job Type: Permanent, FullTime

Salary: £23000 - £24000/annum + o/t

Truck Customer Care Advisor

Our client is a HGV dealership in Ipswich. Currently they are looking for a Truck Customer Care Advisor to join their team in Ipswich - Maternity Cover

To provide an exceptional level of customer service to all inbound truck enquiries whilst providing key administrative support for the groups truck booking process.

What you will be responsible for:

* Effectively manage inbound truck booking calls whilst exceeding mystery shop criteria

* Responsibility for loading all truck inspections, recalls & MOT's to the workshop diary whilst following a strict booking process

* React efficiently to the customer alert platform (Cockpit) and contact customers to inform of any warnings regards to their vehicles current status & update diary as required

* Effectively manage inbound truck sales enquiries & allocate to sales execs whilst adhering to process and using the CRM platform

* Any further administration tasks to support the wider group and truck service departments

* Ensure that customer expectations are met on a daily basis

* Daily focus on Key Performance Indicators to achieve the required standard

* Resolve customer related issues in a profession and timely manner, keeping the Senior Service Advisor aware of progression

* Deliver dealer & manufacturer standards to the customer

* To understand the main criteria involved in a customer's operator's Licence and “Earned recognition”

* To understand Truck file and how this effects the customer

* To understand Truck customers entitlement regarding Zero Tolerance on Downtime

* To have a good understanding of “Uptime” and the accessing the system

Key result areas:

* 95% + scoring on all mystery shop calls

* Vehicle scheduling quality to meet required standards asper the process & customer criteria guides

* All enquiries through their multiples channels to be actioned within set SLA - e.g All calls answered within 5 rings

Key Skills & Competencies:

* High level of Kerridge DMS knowledge including XPP

* Process orientated

* Good level of Mercedes-Benz systems and procedures knowledge

* Commercial acumen

* Communication & listening skills

* People management skills

* Flexible and adaptable to change

What's in it for you?

From day 1 you'll have access to a comprehensive benefits package including:

* Auto enrolment pension scheme with employer contribution

* Retail discounts saving £££'s at high street stores, on-line and in supermarkets

* Generous holiday allowance

* Bonus/commission schemes

We also pride ourselves on offering internal and external training and development opportunities along with realistic career paths for each member of our team.

#HGV Service Advisor #HGV Truck Customer Care Advisor
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