Customer Service Executive (Aftersales Team)

Sandown Mercedes-Benz; Poole; Hybrid; GBP 18,000 - 24,000; Full time

Job summary

Sandown Mercedes-Benz in Poole is seeking Customer Service Executives to join the service team at our Customer Support Centre. You will handle inbound and outbound calls, book appointments, and respond to customer inquiries via email and live chat.

The role focuses on delivering first-class service, maximising sales opportunities, and maintaining accurate customer records. You will work in a fast-paced environment, with a rota ensuring coverage from 8:00 to 18:30 on weekdays and Saturday shifts,

Qualifications

• GCSE Maths and English (or equivalent) required.
• Strong communication and telephone skills essential.
• Experience in customer service with inbound/outbound calls preferred.

Responsibilities

• Handle calls meeting minimum contact rates and quality evaluation standards.
• Maximise sales opportunities on calls.
• Book appointments via inbound/outbound calls and capitalise on deferred sales.
• Update customer and vehicle details on all calls.
• Input data accurately during calls and bookings.
• Respond to enquiries via email and live chat.
• Minimise lost calls while maintaining service quality.
• Present a positive image of the company at all times.
• Proactively identify customer needs and offer solutions.
• Take ownership of customer issues and escalate when needed.
• Keep up-to-date with promotions and present clearly to customers.
• Handle initial complaints and forward to Team Leader as appropriate.

Skills

Customer service

Phone etiquette

Time management

Sales opportunities

Objection handling

Team player

Education

Maths & English GCSE or equivalent

Job description

• Location Newfields
• Salary Competitive salary dependent on experience
• Contract Full-Time

We are looking for Customer Service Executives to join the service team at our Customer Support centre. The Customer Support Centre is based at Newfields, Poole and provides a central service for the Sandown Group. The CSC is focused equally on inbound and outbound contact to ensure customer satisfaction and to develop relationships during the ownership of their vehicle. The objective of the department is to increase business opportunities and to ensure customer loyalty. You will be responsible for ensuring that the required standards of service are reached at all times and that CSI targets are achieved.

Responsibilities

• Handle calls which meet both the minimum contact rates and ‘proud of every call’ evaluation standards
• Maximise all sales opportunities
• Inbound and outbound calls to customers to book appointments and to capitalise on deferred sales
• Ensure customer and vehicle details are updated accurately, on all calls
• Ensure all bookings are taken efficiently and all necessary data is accurately input during calls
• Respond to Customer enquiries via email and live online chats
• Ensure lost calls are kept to a minimum without compromising quality of existing customer calls
• Present a positive image of the company and the services we offer at all times
• Proactively build a rapport with callers to ascertain customer needs and provide appropriate solutions
• Take ownership of any customer issues and concerns
• Maintain working knowledge of all promotions and ensure that these are presented to the customer clearly and concisely.
• Handle any initial customer complaints and pass to Team Leader as appropriate

Key Skills

• Friendly, with a professional personal manner and committed to providing first class customer service
• Must be a self-starter, who is ambitious and target driven
• Professional telephone manner with exemplary communication skills
• Self-motivated; uses initiative to work with minimal supervision
• Team player
• Strong objection handling skills
• Organised and systematic approach to work
• Maths & English GCSE or equivalent

Hours of Work

Monday - Friday working between the hours of 08.00 - 18.30 with 1 hour unpaid lunch break

Saturday: working between 08.30 - 17.00 with 1 hour unpaid lunch break, or 08.00 - 13.00 or 09.00 - 14.00 rota (half-day is at overtime rate)

A 5-day week will be worked on a rota.

Total hours - 37.5 per week

Saturdays to be worked on a rota basis