Key Purpose of the Job
As a Customer Executive, you are an integral part of the Service Team
Professionally manage the customer-oriented service process
Be the key contact with the customer and provide a skilled interface between them and the workshop, to deliver our customer promise
Ensure all systems are kept up to date at all times
Positively impact on customer satisfaction and contribute to the success of the aftersales operation
Provide information on Mercedes-Benz services and products and respond to queries about service-related topics.
Ensuring all Mercedes-Benz UK and ICTV standards are met
To positively represent the company and the Brand as a whole both internally and externally.
Customer-oriented – Think and act with the customer in mind at all times. You professionally implement all Mercedes-Benz processes and procedures to provide the best experience for your customer
Relationship builder – Establish a quick, reliable and trustworthy rapport with customers
Flexible – Adapt easily to changing situations
Resilient – Deliver consistent performance in a fast-paced environment
Professional – Work diligently and present yourself at all times as an ambassador of the Mercedes-Benz brand
IT Literate – Familiar with a range of IT software and willing to embrace new systems
Eye for Detail – Produce detailed, accurate work, free from errors in a consistent and methodical manner
Team Player – Work well as part of a team with a shared goal, engage and communicate based on trust and respect
Problem Solving – Think logically and collaborate with others to resolve issues promptly and constructively
Interpersonal & Communication – Interact with others in a fair, positive and professional manner at all times
Accountabilities
Active review of planned work to ensure customer readiness
Complete three day pre-call and check accounts are not on stop
Liaise with Central teams in a polite and professional manner to resolve any issues
Check-in of vehicle, including reviewing customer and vehicle data for completeness
Confirm the key customer contact and preferred communication method
Establish scope of repair and maintenance, gaining customer approval where required
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, including updates of 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.
Ensure all paperwork is completed to audit standard and all systems are updated in a timely manner
Experience
Experience working in automotive or an operational service industry involving high customer expectations
Experience in professional customer contact and customer support
Proficient in Microsoft Office computer skills as well as general business knowledge
Basic technical knowledge and an understanding of service and parts
Preferred knowledge of service-relevant applications (DMS, XENTRY Products)
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