Aftersales Booking Advisor (513)

Mercedes-Benz South Dublin; Cobh; On-site; EUR 26,000 - 36,000; Full time

Benefits offered by this job

Competitive salary & bonus

Fast-paced team environment

Training & development

Modern offices

Onsite car parking

PRSA contributions

VHI Employee Assistance Programme

Flu vaccine

Eye test

Cycle to work scheme

Job summary

Mercedes-Benz South Dublin is seeking a proactive customer service adviser to handle inbound and outbound calls, book service or repair work, and coordinate with the workshop. You will document customer issues, manage scheduling, and update records in the DMS and CRM systems.

The role requires excellent communication, strong organisational skills, and the ability to work in a fast-paced environment while delivering high levels of customer satisfaction.

Qualifications

• Experience in a similar role in the motor industry preferred.
• Excellent administration and IT skills.
• Strong telephone skills and communication abilities.
• Familiarity with Keyloop DMS or similar systems is advantageous.

Responsibilities

• Handle inbound and outbound calls to book service or repair work.
• Identify customer issues and document symptoms and required work.
• Coordinate with workshop and service advisers on job details.
• Record and update customer information in the DMS and CRM platforms.
• Follow up with customers after service and inform about new products or services.
• Escalate customer complaints as needed and maintain accurate records.

Skills

Customer service

Administration

Telephone skills

IT skills

DMS experience

Tools

Keyloop DMS

Job description

MSL Motor Group, a family-owned business since 1959, is dedicated to our employees' growth through exceptional training and development programs. We take immense pride in the talented team we have established and continue to expand. At MSL Motor Group, we offer not just a job but a long-term career. Our team of over 250 employees thrives in a positive working environment, benefiting from continuous development, opportunities for progression, and competitive remuneration packages.

Mercedes-Benz South Dublin, a principal dealer for Mercedes-Benz in Ireland and a proud member of the MSL Motor Group, which upholds an esteemed reputation for exceeding the highest standards of the Mercedes-Benz brand. Our success is driven by our motivated and satisfied staff. Mercedes-Benz South Dublin is the first MAR20X dealership in the country which is a comprehensive strategy aiming to exceed customer expectations and streamline processes for sales and service. With a focus on customer needs, it introduces efficient service structures, digital solutions, and standardised processes, resulting in improved customer experience and operational efficiency.

What’s in it for you?

• Competitive salary and bonus structure
• Fast paced and friendly team environment
• Full training and development
• Modern offices with excellent facilities
• Onsite car parking
• PRSA Company contributions
• VHI Employee Assistance Programme, Flu Vaccine, Eye Test, Cycle to work scheme

Main Duties And Responsibilities Include

• Handle inbound and outbound calls from customers wishing to book service or repair work
• Establish a clear understanding of any symptom or problem the customer has with their vehicle and the work to be carried out
• Determine workshop availability using the booking system
• Liaise with our service advisers regarding specific job information and any other queries
• Contacting customers after they have taken delivery of their vehicle to discuss their level of satisfaction
• Completing customer satisfaction follow ups, upon completion of surveys following completed work
• Capturing, recording and updating customer details in our Keyloop DMS and supporting technologies
• Contacting customers to inform them about product launches, new car information, test drive campaigns and used car sales etc.
• Updating the CRM system with leads and relevant information gathered
• Handle customer complaints and escalating as required
• Recording various dates for service, NCT, seasonal reminders etc. in the DMS and following up with customers at the appropriate time via telephone (this function will be supported by direct mail reminders)
• Report writing and various ad hoc administrative duties

The Successful Candidate Will Ideally

• Have previous experience in a similar role
• Be from a motor industry background and have technical knowledge
• Possess excellent administration and IT skills
• Have experience with the Keyloop DMS
• Exceed our customers’ expectations in terms of customer service
• Possess excellent telephone skills
• Exhibit excellent communication and interpersonal skills
• Be efficient, with good organisational skills and attention to detail
• Have the ability to work on their own initiative; multitask and meet deadlines
• Work well as part of a team
• Be flexible, with the ability to learn and think quickly
• Display a positive, enthusiastic, can-do attitude