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Call Centre Handler

Key Tasks 

Objective:  Maximise Paint & Body Centre profitability through the use of professional sales techniques

 

·                Sell additional products, services and repair works in a professional manner

 

Objective:  Maximise customer awareness of all available Bodyshop and Retailer services

 

·            Ensure customer awareness of all products and services available

·            Approach all customers and assist with requests, including requests regarding vehicle repairs, parts and vehicle sales

·            Maintain effective liaison with other team members at all sites

 

Objective:  Ensure highest level of customer care and satisfaction at all times

 

·            Maintain a presence at the call centre, ensuring that all customer queries are answered or dealt with immediately

·            Answer customer’s questions regarding technical problems in a manner that is easily understood and does not use excessive jargon, or find the appropriate member of staff to do so

·            Contact customers promptly regarding the notification of the repair claim

·            Set customers expectation correctly from the outset

·            Provide clear and informative information of the repair journey

  • Adhere to implemented processes

·            Ensure account customers have sufficient credit to enable all work advised to be carried out as agreed

·            Handle dissatisfied customers calmly and all customer complaints to be brought to the attention of the Bodyshop Manager

 

Objective:  Maintain excellent standards of departmental administration

 

·            Initiate job documentation and maintain customer records and follow-up systems

·            Accurately maintain departmental systems

·            Adhere to implemented processes

 

Objective:  Help the Paint & Body Centre and retailer to achieve industry-leading standards of process efficiency

 

·            Ensure compliance to all health and safety / environmental / company policies

·            Adhere to implemented processes

·            Undertake other tasks and responsibilities as requested by the Operations Managers

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