General Vacancies
Volkswagen Fleet Aftersales Executive
Benefits:
Competitive Salary, Pension, Health Insurance, Life Insurance, Subsidised Staff Restaurant and more, including excellent career development opportunities
Hours
35 hours per week - flexible shifts will be required within the hours of 08.30 and 17:30 Monday to Friday
The Role
To support Volkswagen Fleet to achieve customer loyalty through the provision of industry leading aftersales service and support
Main Duties
Telephone Response
- To handle all incoming and outgoing calls in a polite, efficient and pro-active manner in line with the company standards of performance
- To capture all required data and provide relevant information to the caller
Case Management
- Manage escalated cases through to resolution by reviewing progress to date, mediating with relevant parties and providing informed decision making
- Monitor own workloads and ensure that cases are up to date and effectively managed in a concise and timely manner
- Ensure the content of all case notes are factual, accurate and constructed in clear grammatically correct English
- Provide feedback to Volkswagen in relation to service/process improvements required to enhance customer satisfaction/loyalty
Customer loyalty
- Effective management and monitoring of the Fleet Package Pricing programme to ensure customer loyalty through network utilisation
- To develop excellent customer relationships through regular contact with lease companies
- Act as a point of contact and provide procedural advice and assistance to customers, clients and colleagues as required
Product and Process Knowledge & Improvement
- To maintain an up-to-date knowledge of Volkswagen’s products and Fleet processes
- Constantly review process and procedure to ensure best practice captured and implemented.
Communication
- To maintain a pro-active and professional communication channel with the National Aftersales Manager, Area Fleet Managers, Retailers and leasing companies
- Be an ambassador for Volkswagen Fleet and Mondial
Analysis/Reporting Provision
- To provide accurate and timely statistics in accordance with client requirements
- Action daily/weekly/monthly reports and collate statistics for department as requested
- Drive business change through the analysis of statistical information in relation to product/process issues
Essential Skills and Attributes
- Proven track record of delivering a high standards of customer service within a b2b environment
- Fast and accurate keyboard skills
- Knowledge of Word and Excel software packages
- Excellent attention to detail
- Organised with sound administration skills
- Excellent telephone manner
- Good standard of general education
- English Language & Mathematics GCSE or equivalent
- Smart appearance
- Self motivated and enthusiastic
- Confident & thorough
- Ability to work on own initiative
- Quick thinking
- Committed to the ethos of service excellence
- Good Interpersonal Skills
Competencies
- Call Handling
- Building professional relationships
- Influencing and negotiation
- Problem solving
- Flexible and Adaptable
- Brand & Business Awareness
- Planning & Organisation
Desirable Skills and Attributes
- Educated to ‘A’ Level standard or equivalent
- Experience of working within the Fleet industry
- Interest/Experience in the Motor Industry
- Clean and current driving licence
How to apply
Please send your current CV and covering letter to recruitment@mondial-assistance.co.uk stating the reference VWFAE1008W as the subject of your email.
