As a Service Administrator, you will play a very important role in achieving our organisational goals. With great product knowledge and a passion for delivering great customer service, a Service Administrator will use excellent communication skills to provide a seamless service to customers and be sure to retain them for the future. Knowledgeable and professional, you’ll work in your team to maximise upsell opportunities whilst delighting our customers.
You will have the drive and determination to succeed in a demanding environment. To qualify for this position you must have a proven track record in the delivery of great customer service and experience in an automotive environment.
What we need:
Deliver complete customer satisfaction.
• Understand the customer journey experience and be committed to delivering an unrivalled level of customer service.
• Talk and listen to inbound customer calls to understand their query or complaint and accurately qualify their requirements.
• Be aware of the manufacturers customer satisfaction programme and endeavour to gain the best results achieving at least the company minimum standard.
• Demonstrate the most suitable options to the customer, encouraging them to experience the product.
Work as a full member of the Centre team.
• Ensure opportunities for sales by other teams are followed up by the most appropriate specialist.
• Be respectful and courteous to all colleagues.
• Work with colleagues across the dealership (parts and sales in particular) to provide the best service.
Comply with Jemca process and standards
• Write job card, detailing any special requirements.
• Ensure that all customer data captured is entered onto the V8 system accurately and without duplicates.
• Encourage the sale of parts, accessories and service plans whenever possible, acting on opportunities to sell additional products/services and market current promotions.
• Attend all training and meet all compliance obligations under the FCA, product knowledge and any other such relevant training that is requested of you.
• Assist with any other jobs as required
• Assist with the setting up of the next day’s work, assisting the advisors & liaising with customers if required
• Complete daily banking
• Assist warranty administrator at peak times with claims processing
• Assist customers with creating & maintaining “My Toyota” accounts
• Assist advisors with seeing in/out customers at peak times
Deliver your goals.
• Ensure delivery on your extended warranty and service plan sales.
• Follow key processes to achieve excellent customer service and upsell targets.
Your Skills.
• Be able to interact with customers to deliver a great service.
• Work efficiently under pressure.
• Be able to work in a cross functional team.
Brand
Toyota