General Vacancies
Suzuki Customer Service Executive
Benefits: Competitive Salary, Pension, Health Insurance, Life Insurance, Luncheon Vouchers and more, including excellent career development opportunities
Hours
Thirty-five hours per week based on a flexible shift basis providing cover between 08.30 and 17.30. Saturday shifts may be introduced. Due to the nature of this position, hours may vary in line with business needs.
Objective of the Role
To provide a qualitative response to Suzuki Customers including telephone, correspondence and Client/dealer liaison. Ensure that a high standard of customer service is achieved through effective customer case management and a culture of customer service excellence.
Main Duties
Customer contact
- Ensure that all calls are handled promptly and professionally, following the agreed procedures.
- Provide guidance and support to Customers and Dealers as appropriate.
- Correspondence
- To respond to all incoming correspondence in accordance with agreed procedures and standards
- To carry out all necessary investigation, research and liaison to provide a response to the correspondence.
- To ensure that all correspondence is of the required standard and in keeping with the corporate style and philosophy.
Reports and Administration
- Action daily, weekly and monthly reports as required.
- Undertake ad hoc administrative duties as requested.
Flexible Approach
- Demonstrate a flexible approach when carrying out delegated tasks.
- Show a willingness to complete tasks within a given time scale.
- Adhere to deadlines
- Demonstrate an understanding of, and clear commitment to our client and company brand values.
Health and Safety/General
- Ensure the work area is kept safe and tidy at all times.
- Abide by company health and safety regulations.
- Follow the company dress code at all times.
- Carry out other tasks as may be requested from time to time.
- Co-operate, co-ordinate and communicate with other staff for mutual benefit.
- Keep the Supervisor informed of problems relating to quality, attitude and procedures.
- The duties and responsibilities as outlined in the document may be subject to changes in line with future business trends and needs.
General
- To inform the Manager of any calls or correspondence which may become difficult.
- To maintain and update personal knowledge of past, present and future product ranges and programmes to facilitate an accurate response to the customer/retailer.
- To co-operate, communicate and co-ordinate with other team members for mutual benefit.
- To actively participate in and contribute towards individual six monthly appraisals, monthly team meetings and monthly one-to-one assessment sessions.
Essential Skills
- Good standard of general education.
- English language GCSE or equivalent
- Two years experience and a proven record of providing a quality customer service within a blue chip, customer service environment.
- Good organisational and problem solving skills
- The ability to recognise and deliver excellent Customer Service
- The ability to effectively communicate at all levels both verbally and in writing
- Sound working knowledge of Outlook, Word & Excel
- Must be able to attend manufacturer visits if required.
Desirable
- Basic technical knowledge of vehicles
