The Customer support agent is the first point of contact for our clients Service Customers and is responsible for providing exceptional customer service.
You will strive to create a positive experience for every customer by consistently meeting expectations, helping to facilitate problem-solving, alongside ensuring attention to detail.
We are currently experiencing exponential growth so this is a new role and we are looking for a confident person to join us in establishing this role, all training will be provided and there are opportunities to progress within Mooneys to other positions to further your career.
Responsibility:
* Handle high volume incoming calls from new and existing customers looking to make appointments with our service department.
* Complete bookings with accurate information, remaining compliant to any Customer/Account specific instructions for Fleet booking requests, and follow all front-end vehicle validation and authorisation processes.
* Provide specific product knowledge/technical advice (training provided) as required ensuring that the customer's needs are fully met with confidence.
* Follow up with existing customers to arrange annual service/maintenance appointments in order to retain customers.
* Maintain high levels of customer awareness and flexibility.
* Report areas of improvement or concern to the line manager.
* Work as a conscientious team member.
* Undertake and maintain training as required.
* Strong people skills, showing compassion, empathy, and exceptional listening skills.
* Strong communication, negotiating, and investigation skills.
* Responsible for handling emails and arranging bookings (Inbound & Outbound)
* You will act as a liaison between Customer, Sales, Service, and Warranty support by following up to ensure customer satisfaction through effective management.
* Exhibit strong follow-up and organisational skills, in both verbal and written communication.
* Detail-oriented, self-motivated, and comfortable working in a fast-paced environment.
* A passion for building product knowledge and service support
Requirements:
* Proven track record of good customer relations,
* Call centre experience is ideal
* Capacity to effectively deal with high-volume customer queries
* Exceptional communication with problem-solving skills
* Good keyboard skills.
* Flexible approach to work, demonstrating a can-do attitude
* Ability to build trust and resilience to achieve goals
Info:
* Bonus
* Mon - Fri
* 37.5hrs