Contact Centre Advisor - North London, United Kingdom - Cargiant
Description
Job Ref:
CAR1399
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:10/08/2023
Closing date:12/09/2023
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.
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
- Good telephone communication skills
- Active listening skills
- Patient with a positive outlook
- Flexibility and adaptability
- Ability to meet targets
- Computer literate
- Attention to detail
- Proactive and selfdriven
- Strong rapport building skills
- Ability to work on own initiative and as part of a team
Desirable
- Good understanding of FCA regulations
- Good understanding of Part Exchange and Finance
- Sales experience with a strong track re
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