Customer Care Advisor
SAGA Truck & Van - Mercedes-Benz
About the role
Job SummaryWe are seeking a dedicated and personable Customer Care Advisor responsible for delivering exceptional customer service within a busy contact centre environment. This role involves managing inbound calls, coordinating vehicle service bookings, handling sales enquiries, and ensuring customer expectations are consistently met. The position requires strong communication skills, attention to detail, and the ability to work effectively in a team while maintaining high standards of professionalism and efficiency.· Base Salary (annual): £25,396.80 with a potential OTE of £34,396 (uncapped)· Bonus / Variable Compensation: Discretionary Bonus SchemeResponsibilities1. Customer Interaction & Service· Manage and respond to all inbound calls on booking and enquiry lines promptly and professionally.· Address customer queries and resolve issues in a timely and courteous manner.· Ensure customer expectations are met daily and maintain high levels of customer satisfaction.2. Booking & Scheduling· Coordinate van and car MOT, service, and fault bookings to meet customer needs.· Update diaries and schedules accurately based on customer requirements and vehicle warning status and alerts.3. Sales & Upselling· Handle inbound truck/van sales enquiries and allocate them to sales executives following process guidelines.· Upsell care service plans to new and existing customers to maximise revenue opportunities.4. System & Process Management· Use CRM/Dealerweb platforms to manage enquiries and bookings effectively.· React efficiently to alerts from the customer cockpit platform and take appropriate action.· Ensure compliance with dealer and manufacturer standards in all interactions.5. Administration & Reporting· Complete administrative tasks to support the wider group and van service departments.· Monitor and focus on Key Performance Indicators (KPIs) to achieve required standards.· Keep the Assistant Manager informed of issue resolution progress and escalate when necessary.Working hours:Monday - Friday, 09:30am - 18:00pmYou will be required to work 1 in 5 Saturdays 08:00am until 12:00pm (Half Day will be given back in Lieu)ExperienceStrong communication and listening skills with a customer-focused approach.High attention to detail and ability to follow processes accurately.Ability to work effectively within a team and adapt to changing priorities.Problem-solving skills and a proactive attitude.Previous experience in customer service, ideally in a high-volume environment. (Desirable)Familiarity with CRM systems and booking platforms (training will be provided).Knowledge of automotive services and terminology. (Desirable)Target-driven mindset with the ability to upsell products and services.Job Types: Full-time, PermanentPay: From £25,396.00 per yearWork Location: In personBenefits:Company pensionLife insuranceOn-site parkingReferral programme