Outbound Contact Centre Representative - Barretts Group Contact Centre
We are seeking to recruit a proactive and customer-focused individual to join our dynamic team at our Contact Centre as an Outbound Call Representative.
You will play a crucial role in connecting with existing customers, generating leads, and promoting our range of automotive products and services. Your primary responsibility will be making outbound calls from our database, retaining customer relationships with our company, and scheduling appointments for them to visit our Retailer.
In addition, you will be responsible for contacting customers who have recently had their vehicles inspected, discussing the findings, and promoting additional items or services that may be needed to ensure the optimal health and performance of their vehicles.
This role will require excellent communication skills, empathy, and the ability to pitch products persuasively whilst understanding basic sales principles.
If you are a motivated individual with a passion for customer engagement and sales, and you thrive in a dynamic, fast-paced environment, we invite you to apply for this exciting new role.
Job Description
1. Outbound calls: Initiate outbound calls to existing customers who may be considering using alternative means for vehicle upkeep, while overcoming objections.
2. Customer Engagement: Build rapport with customers, understand their needs, and provide exceptional customer service to enhance their experience.
3. Sales Prowess: Employ effective sales techniques to encourage customers to proceed with recommended services, securing additional items and contributing to the overall revenue goals.
4. Service Scheduling: Assist customers in scheduling service appointments based on their needs and availabilities while coordinating with the service teams to ensure efficient allocation of appointments.
5. Issue Resolution: Identify and address customer issues and concerns in a timely and efficient manner.
6. Retention Strategies: Identify and discuss possible retention strategies to persuade customers to continue using our company’s products and services.
7. Product knowledge: Stay updated on the company’s products and services to provide accurate information.
8. Flexible Working Hours: Adapt to flexible working hours, which may include evenings and weekends, to accommodate customer availability and maximize outreach effectiveness.
9. Explain Findings: Clearly communicate inspection findings to customers, highlighting any additional items or services that may be beneficial for their vehicle's maintenance and performance.
10. GDPR: Follow our GDPR and Data protection policies and guidelines.
11. CRM Utilisation: Update and maintain customer information accurately in the customer relationship management system.
12. Collaboration: Maintain good working relationships with other departments such as Aftersales and Sales.
Other admin duties or similar tasks may be required at the request of Management. Always bring any concerns to the attention of your line manager.
This is a full-time position of 42.5 hours per week. Monday to Friday 8:00am–17:30pm with a 1-hour lunch break & Saturdays on a rota (1 in 4 or 5) 8:30am-13:00pm.
Company Benefits:
* 32 days annual holiday (includes 8 bank holiday days)
* Welcome pack & company induction.
* Discounted servicing & parts across the Group
* Annual staff social events
* Barretts Summer Ball (held every 2 years)
* State of art working environment
* Paperless environment, including electronic clocking, write ups and resources
About Barretts:
In 2022, Barretts celebrated its 120th anniversary, as a family-owned & operated business. Barretts is one of the few family businesses to have held the Jaguar and Land Rover franchises since their inception, providing a unique, personal, and first-class customer service across Kent. We pride ourselves on customer service, and with over 100 years of experience, we know the level of service customers expect to receive from a trusted family dealership. Barretts combine traditional values of the past, with the cars of today.
Closing date for applications Friday 22nd November 2024. However, once we have sufficient applicants, we withhold the right to close job vacancies early.
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