Service Contracts Customer Support Administrator​/Secondment

Job Description - Service Contracts Customer Support Administrator (12-Month Fixed Term Contract/Secondment) (MER
0003X6G)

At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. It doesn’t matter the colour of your skin, the beliefs you value, the people you love or the tattoos you wear, we support you for being you.

Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop.

We want to celebrate your individuality, embrace your personality and welcome you into our culture. It’s the differences of our colleagues that enable us to thrive. We believe our backgrounds, skills and cultures contribute to our shared culture and help us deliver outstanding Customer Experience. Inclusion is the driving force behind our ethos.

At MBFS, we are committed to being a Menopause Friendly Employer. We offer wellbeing support options and resources to assist if you are directly affected by the Menopause, or are supporting someone who is going through the Menopause.

In this role, you will deliver an excellent service to all Mercedes-Benz Cars Service Care customers as an ‘information and administration provider’ providing the highest level of customer satisfaction to ensure customer loyalty to MBC. You will ensure all customer queries are responded to and actioned ensuring customers are fully informed and have been guided through their Service Care contract.

Responding efficiently and professionally to incoming calls and emails within the agreed timescale, resolving customer and retailer queries and concerns, determining the cause of the problem, advising the best solution to achieve satisfactory solution and best customer outcome. Maintain a record of all queries and action points on the relevant department customer contact system, process customer accounts and file documents, ensuring adherence to data protection requirements.

Resolve customer concerns by clarifying complaints, determining the cause of the problem, advising the best solution, following up to ensure resolution and escalating when required, based on severity.

Monitoring accounts to identify overdue payments, contacting debtors to arrange payment together with appropriate record keeping ensuring accurate reporting together with any additional collection activity required.

Perform other ad-hoc administration and contract amendment tasks throughout the Service Contract life cycle that may be deemed necessary, assigned by either the direct manager or other stakeholders reasonable to the job holder’s role, skill abilities and experience.

Pass and maintain relevant accreditation/compliance/knowledge to the desired standard. Ensure the company standard of communication with customers (internal and external) is reached on all calls, emails and correspondence adhering to strict targets.

Strong phone contact handling skills and active listening.

Customer orientation and ability to adapt/respond to different types of characters.

Excellent communication and negotiation skills (written and oral) letter/email writing including accurate English grammar.

Ability to multi-task, prioritise and manage time effectively while maintaining strong attention to detail.

To be computer literate with various packages such as Word and Excel.

Comfortable working with targets.

Patience and ability to manage stress.

Problem-solving skills.

Experience with in a Contact Centre environment, desired but not essential.

Ability to work under pressure, whilst maintaining a professional image at all times.

Ability to work without supervision.

Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined time frames.

Self-motivated with the ability to work within a pressurised environment whilst maintaining focus on personal, departmental and company objectives.

Numerate.

We’ll offer you a…