Aftersales Customer Service Advisor

Role overview

We are looking for a Afterslaes Customer Service Advisor, who will be responsible for delivering an exceptional customer experience by managing service and repair booking enquiries efficiently and professionally. The role ensures customers receive prompt assistance while maintaining accurate records and ensuring the diary is fully booked in line with manufacturer standards and business targets.

Your key responsibilities as a Aftersales Customer Service Advisor will be:

• Answer incoming telephone calls promptly, aiming to respond within three rings wherever possible.
• Provide a professional, friendly, and customer-focused service at all times.
• Identify and understand customer requirements through effective questioning and active listening.
• Manage customer wait times effectively, ensuring they remain below one minute wherever possible.
• Accurately book customer vehicles into RTC.
• Record all relevant customer information, service requirements, contact details, and payment information within the CRM system.
• Process and convert fleet bookings through platforms such as 1link.
• Respond promptly to customer enquiries received via email, website booking platforms, and live chat channels.
• Proactively contact customers from our database to secure service and repair bookings.
• Contribute to departmental targets through effective booking conversion and customer engagement.

As a Aftersales Customer Service Advisor, you will ideally have the following skills and attributes:

• Excellent communication skills and a good telephone manner.
• Great computer skills and the ability to multi-task.
• High levels of commitment to providing the best customer care.
• A positive and friendly attitude in the work environment.
• An exceptional work ethic.

With our benefits there is something good for everyone. We're a progressive business that believes building a good team culture is not only good for everyone who works for us – but it makes a difference to how we engage with customers too. That's why when you join Citygate, you can expect to receive a wide range of impressive employee benefits including:

• Access to our in-house training academy for everyone
• Access to The Volkswagen National Learning Centre for specific roles
• Internal career progression opportunities across our various brands and locations
• Electric Vehicle (EV) Training levels 1- 4 depending on role
• High street discounts
• Wellbeing portal
• Employee assistance programme
• Purchase, service and parts discounts
• Employee referral scheme
• Standard company benefits such as pension, life assurance cover, competitive holidays and cycle to work scheme