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Job information
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An opportunity has arisen to join us as a Service Team Advisor at Mercedes-Benz of Farnborough. The Service Team Advisor is responsible for every aspect of a customers after sales experience. The main purpose of the role is to maximise workshop profitability whilst exceeding customer expectations and satisfaction.
Main Duties:
· To receive customers and their vehicles in a friendly and professional manner, discuss and confirm their requirements and take responsibility for the vehicle during its time at the Retailer.
· To work with the workshop team to achieve the highest possible levels of performance.
· Keeping customers informed of the status of their vehicle, giving comprehensive technical and commercial advice on the extent of work to be done and provide a cost estimate for repair work.
· Inform customers and potential customers about accessories and subsequent fitting of optional extras, promote any accessory campaigns.
· To ensure that collection and delivery drivers operate to schedule and meet customer and workshop expectations.
· To ensure all customer and vehicle data is correctly captured and loaded to the Kerridge DMS and updated as required.
· To ensure that repair orders are raised and processed according to the established guidelines and that work is completed to schedule and required standard.
· To take responsibility for subcontracted repairs and ensure the work has been completed.
· Ensure that proper use is made of technical information and that it is understood how to use the manufacturers systems.
· To ensure all relevant warranty documentation and parts are identified and are kept for the warranty team.
Essential Skills Required:
· High levels of attention to detail and highly organised
· Background in a similar role within the automotive industry
· Knowledge of using Kerridge automotive computer system is essential
· Experience of anticipating and understanding customer needs and demands
· Maths GSCE at grade 4 (C) or above
Applicants will be expected to be immaculately attired as is befitting the Mercedes brand and must hold a full Driving Licence.
Hours of work:
Monday to Friday: 8:00am to 6:00pm, with a one-hour unpaid lunch break.
In addition, one extended shift per week will be worked from 8:00am to 6:30pm, with a one-hour unpaid lunch break.
Total hours per week: 45.5
Saturdays 07:00-13:00 on a rota basis will be required to be paid as overtime.