Aftersales Booking Advisor (517)

Mercedes-Benz South Dublin; Munster; On-site; EUR 30,000 - 36,000; Full time

Benefits offered by this job

Onsite car parking

VHI Employee Assistance Program

Flu Vaccine

Eye Test

Cycle to work scheme

PRSA Company contributions

Job summary

MSL Motor Group, including MSL Service Centre North Dublin, is seeking an Aftersales Booking Advisor to handle inbound/outbound calls to book service and repairs, record vehicle issues, and coordinate with workshop staff.

The role requires strong IT and administration skills, experience with Keyloop DMS, excellent telephone and interpersonal abilities, and a proactive, multitasking approach within a fast-paced team. Training and development offered.

Qualifications

• Experience in a similar role in the motor industry preferred.
• Technical knowledge of motor vehicles is desirable.
• Excellent administration and IT skills are essential.
• Experience with the Keyloop DMS is advantageous.
• Strong telephone, communication and interpersonal skills.
• Ability to work on own initiative and multitask.

Responsibilities

• Handle inbound and outbound calls from customers wishing to book service or repair work.
• Establish a clear understanding of symptoms or problems with the vehicle and the work required.
• Determine workshop availability using the booking system.
• Liaise with service advisers regarding specific job information.
• Contact customers after delivery to discuss satisfaction.
• Complete customer satisfaction follow-ups after surveys.
• Capture and update customer details in the Keyloop DMS and supporting tools.
• Inform customers about product launches, new car information and campaigns.
• Update the CRM system with leads and relevant information.
• Handle customer complaints and escalate as required.
• Record service dates, reminders in the DMS and follow up accordingly.
• Produce reports and perform ad hoc administrative duties.

Skills

Administration skills

IT skills

Telephone skills

Communication skills

Interpersonal skills

Teamwork

Organisational skills

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.

MSL Service Centre North Dublin, part of MSL Motor Group, is a dynamic after-sales dealership, representing multiple leading brands and delivering exceptional aftersales service to our valued customers. In our state-of-the-art aftersales facility, the aim of our enthusiastic team is to ensure that every customer experience is seamless, professional, and satisfying.

Are you passionate about luxury cars and exceptional customer service?

If so, we have the perfect opportunity for you.

Position: Aftersales Booking Advisor

Location: MSL Service Centre, North Dublin

What’s in it for you?

• Competitive salary and bonus structure
• Great working hours, ranging between 8.00am to 6.00pm, Monday to Saturday
• Fast paced and friendly team environment
• Full training and development
• Modern offices with excellent facilities
• Onsite car parking
• VHI Employee Assistance Program, Flu Vaccine, Eye Test, Cycle to work scheme
• PRSA Company contributions

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 info and any other queries
• Contacting customers after they have taken delivery of their vehicle to discuss their level of satisfaction
• Completing customer satisfaction follow up’s, 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 elevate 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