Contact Centre Advisor - North London, United Kingdom - Cargiant

Cargiant

Verified Company

North London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Ref:
CAR1444

Branch:
Cargiant Main Site

Location:
Head Office, London (North West)

Salary/Benefits:
£25,355pa (OTE £30K)

Contract type:
Permanent

Hours:
Full Time

Hours per week:40

Posted date:20/11/2023

Closing date:02/01/2024

Providing excellent service to our customers in a
positive and professional manner, representing the company well.

Maximising on every interaction with customers by utilising a
proactive approach to support the customer in their journey towards buying a vehicle from us.

Utilising effective active listening, qualification/probing, overcoming objections and
promoting the company and our vehicles. Suggesting next steps, including use of bookings and alerts to encourage visits and purchases.

Ensuring customers are fully aware of the services we offer and what procedures they need to follow when visiting Cargiant to help ensure a smooth and positive experience.

Following up on appointments booked and assisting with the organisation of a successful vehicle collection, including providing updates to the customer as to the status of their vehicle.

Duties/Responsibilities

Answer inbound calls with a positive attitude and adhere to company/call handling policy, representing the company well.
Assess our customer's needs and carry out the necessary course of action.
Aim to register and/or update customer's details in our internal database ensuring customer record forms are kept up to date.
Liaise with all the customer service management team and all other department managers when necessary to ensure the smooth running of the company and achieve customer satisfaction.
Redirect calls to the relevant department and/or relevant member of staff.
Offer a test drive, web alert or aden facility based on each customer's needs ensuring customers are aware of the benefits of using these services.
Conduct outbound calls when there are notifications on the matches and warning lists from the enquiry facility. Create the desire for the vehicle in the matches and assess whether or not the search criteria should be broadened to assist in finding a more suitable match.
Deal with customers live/web chats with call centre script.
Conduct outbound calls when there are notifications in the call back lists ensuring all customers are contacted within targeted times.
Contact customers with overdue test drives always aiming to reschedule the test drive.
Contact customers with vehicles on deposit to inform or update when the vehicles may not be ready for their prebooked collection slot (collections updates collections lists).
Carrying out the Initial call to customers who have reserved a vehicle online, qualify the reservation and assist the customer to a successful purchase

This includes:

Going through the car details
Answering customer's queries about procedures / the vehicle etc
Arranging a zoom call where a member of the Sales Department will go through the deposit process
Cancelling Online Reservations where they turn out to be noncommittal, ensuring that these are refunded, and the vehicle is available for other customers to purchase
Liaising with other departments such as call centre, sales, part exchange and finance
Conducting FUSE calls to customers who have recently visited us to facilitate purchases / repeat visits

This involves:

Preparing for the call by going through previous notes i.e. reasons for not buying;
Liaising with other departments such as Finance / Part Exchange; and/or
Physically inspecting the vehicle if the reason for not buying was to do with condition
Attempting to overcome reason for not buying in order that the customer is happy to purchase vehicle already viewed; or
If not possible, finding the customer a suitable alternative;
Booking vehicle viewing appointments ; and
Creating stock alerts where stock is not currently available
Any other duties required should the Contact Centre take on any additional responsibilities

Health Safety Responsibilities

It is each employee's responsibility to ensure that the environment in which they work in is safe for them and others
This includes reporting all accidents and near misses to management
Reporting any potential issues which could cause harm
Behave in a manner which acts in line with the standards set out in the Health and Safety Manual and Company Handbook

Person Specification

Character, Knowledge, Skills and Experience

Essential