Customer Service Advisor - Melton Mowbray, United Kingdom - The AA

The AA
The AA
Verified Company
Melton Mowbray, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Company description:


Role:
Customer Service Advisor


Location:
Melton Mowbray/Remote working options


Salary:
£20,100 - £21,100


Hours:
Monday - Friday between hours of 8am - 6pm, 37.5 hours per week


Contract:
Permanent, full time and part time positions are available. Initial training is on site with flexible training patterns for those working part-time.


You'll initially work on site in Melton Mowbray, whilst you complete training and get up to speed, with flexible options to work from home once you're up and running effectively in your new role (typically after - 3 months for most of our new starters).

As part of our dynamic working model, we ask our teams to spend some of the time working from the office each week.


This is the job:


Here at Prestige, part of The AA, we support the managing of our customer's MOT, servicing and general maintenance of their vehicles.

This would include speaking with our customers over the phone to arrange bookings within our network of garages for their vehicles along with managing the delivery of parts to support the fix for each vehicle.

We like to talk with our garages and our customers to keep them updated and deliver a quick fix resolution and ensure our customers is left feeling happy with the service we have provided.


You will be responsible for providing first point of contact resolution to customers through all access channels for all enquiries and provide professional advice and assistance relating to the delivery of the organisation's services.


You will be focused on inbound and outbound calls and use your knowledge of our products to ensure our customers needs are met.

Escalating customer feedback when necessary.


What will I be doing?:


Core Responsibilities

  • Using inhouse system (Unity) and external systems (1link) to process and request authority on mechanical repairs.
  • Interact electronically and verbally with technicians to identify parts and labour requirements for repairs.
  • Interact electronically and verbally with customers to authorise repairs.
  • Discuss with customers their technical repair needs.
  • Requesting quotes from major suppliers on various mechanical parts and ensure that the correct parts are quoted for.
  • Select best quotes based on delivery time, price and quality.
  • Ensure parts are delivered correctly and fitted in time.
  • Log any nonstandard events onto the electronic exceptions management system.
  • Ensure exceptions are escalated to the correct supervisor or director.
  • Provide honest and accurate technical information to enable customers to make informed decisions.
  • Communicate effectively with technical suppliers and customers in a nature that suits their technical knowledge.
  • Ensure correct technical questions are asked to ascertain the correct information is given to customers.
  • Use a range of inhouse and external electronic interfaces for sales order processing.
  • Use a range of external technical information databases to obtain technical work times.
  • Use a range of external supplier interfaces to order parts.

What do I need?:


Key Skill Requirements

  • Excellent Customer Service Skills
  • Good written and spoken communication skills
  • Attention to detail
  • Ability to communicate information from customers, team members and Service Centres at all levels
  • Receive and deal with queries from team members, customers, and Service Centres
  • Ability to prioritise workload across the team
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