Contact Centre Agents

CONTACT CENTRE AGENTS

 

Monday to Friday between                   8.00am to 6.00pm

Saturday                                              8am to 1pm (on a rota basis)

(Part-Time may be considered)

Competitive salary plus commission depending on call quality, data capture etc.

Location:  Twickenham

 

The Role & Responsibilities:

Booking and scheduling service and repair work, keeping customers informed and up-to-date at every stage, advising them of completion times or any delays and quickly responding to any questions or queries.  As Call Centre Agents, duties will include:

 

Key Tasks:

Ensure that all reception booking procedures are carried out, ensuring a steady and realistic flow of available work through the workshop and adhering to the recall process.

Checking the online service books system as well as any direct email booking requests and make the necessary bookings and email the customers to confirm their appointments.

Handling incoming service related calls, provide advice to customers and / or arranging relevant bookings

Making follow up calls after service visit

Calling lapsed customers and chasing service reminder bookings

  

The Person:

 Experience in the motor trade advantageous (although we would be keen to see applicants from other industries).

 

To be successful for this role you will need:

 Previous experience in Customer Liaison / Reservations / making bookings advantageous
A polite and friendly personality
Ability to work well under pressure
Computer literate (experience of Kerridge would be advantageous but-in-house training can be given)
Exceptional communication skills
A strong focus on customer satisfaction
Good administration and organisation skills
Ability to negotiate and influence situations
Basic understanding of how a vehicle works

 

 Benefits include:

22 days annual leave increasing on tenure plus 8 days bank holidays

Eyecare Vouchers 

Loyalty & Long Service Awards

Life Insurance (after qualifying period)

Car Leasing Scheme (after qualifying period)

Workplace Pension Scheme

Discounts on car purchases / repairs / parts

Ongoing training, both in-house and with the manufacturer

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