Working under the guidance of the Call Centre Manager and Fleet Service Supervisors, the main aim of a fleet service advisor is to provide excellent customer service; to meet and exceed their customer's requirements and KPI's.
Responsibilities:
1. Answer all inbound calls to the Customer Service Centre within KPI.
2. Prioritize work flow to maximize time efficiency, meeting productivity & quality targets.
3. Deliver exceptional customer service by achieving on-time delivery, product excellence, and adherence to customer requirements.
4. Build close working relationships with suppliers/internals to promote cooperation and ensure utilization and optimization of work allocation.
5. Ensure all customers' KPI's and SLA's are met when dealing with all requests.
6. Support the management team with any tasks/requests as required by the demands of the Service Centre.
7. Ensure all warranty items are issued to correct suppliers within reasonable timescales.
8. Make accurate frontline decisions timely, ensuring correct placement of vehicles while maintaining cost controls.
9. Responsible for the movements of broken down vehicles and replacement vehicles (spares) to cover within KPI and SLA time frames.
10. Chase suppliers on the timely completion of jobs, keeping VOR within KPI.
11. Update notes on the system to reflect the status of jobs and log any calls received from customers. Keep customers informed at all times of the status of vehicle repairs and adhere to any queries from the customer in a timely manner.
Qualifications:
1. Ability to prove and demonstrate your experience in providing high levels of customer satisfaction.
2. Excellent communication skills and the ability to clearly communicate information both verbally and in writing.
3. Excellent computer literacy; a working knowledge of Kerridge or R2C is preferable.
4. Ability to work as part of a team and independently.
5. Attention to detail; must be flexible and motivated.
6. Professionally presented and possess a good work ethic.
7. Ability to proactively provide solutions and solve internal and external customer queries.
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