Dedicated Customer Service Specialist S011100

Dedicated Customer Service Specialist

Location: Sandyford, Dublin 18

€32k plus bonus

Office based with 1 day wfh following probation

Job Purpose

This is a customer service role, with the main area of responsibility being the provision of proactive vehicle maintenance booking services for drivers, whilst keeping the client fleet contacts updated on progress. A high standard of customer service is expected.

You will be a key team member who will proactively schedule maintenance bookings and associated administration, while working closely with your fellow team and department members.

The successful applicant will be part of the Key Commercial Accounts Team and will also be responsible for managing the team‘s customer service case que in the CRM system, along with day to day adhoc queries.

Applicants must be highly motivated self-starters with excellent communication, computer and administrative skills who have the ability to work as part of a team. Prior customer service experience is essential.

Duties

• Proactively make outbound calls and send emails to schedule maintenance bookings for drivers, whilst also dealing with inbound telephone & email queries in an efficient & professional manner

• Communicating status updates to client fleet contacts regarding maintenance bookings

• Working independently and as part of a team, efficiently and professionally process and log telephone and case enquiries

• Adhere policies & procedures while meeting the needs of clients & drivers

• Work with the supplier network to ensure an excellent customer experience

• Direct vehicles into preferred supplier network for repairs

• Achieve team goals and to achieve individual targets as outlined by line manager.

• To help build long term proactive relationships with clients and drivers by building client trust and confidence

• Continuing to build on company professional image and maintain company‘s high standard of customer service

• Increase customer survey ratings

• Complaints handling

• Managing fluctuating workloads

• General administration

• Adhoc projects: Work with your managers or colleagues to assist in any ad hoc requests you are asked to do

Knowledge, Skills & Experience

• Motor/Fleet industry experience desirable

• Pragmatic decision-maker with some knowledge of vehicle maintenance advantageous

• Able to balance client requirements with internal policies

• Good telephone communicator with drivers, customers and suppliers

• High achievement & drive with a proven ability to deliver results

• Good interpersonal skills and has an ability to build rapport with clients and drivers

• Team player who actively participates in shared objectives and has an enthusiasm and commitment to work towards team goals

• Flexibility, willing to carry out a variety of tasks/activities requested

• Excellent communication skills, both written and verbal along with a polite, friendly and diplomatic manner

• Must have strong attention to detail and display a high level of accuracy

• Computer literate with an excellent knowledge of Microsoft Word, Excel, PowerPoint & Outlook

• Ability to think and take initiative, identify & implement efficiencies and the confidence to make decisions when required

• Good time management skills, managing fluctuating workloads & organisation and prioiritisation of daily tasks

• The ability to see issues through to completion and work to deadlines

• Appropriate follow-up on client deliverables

• Customer driven with the ability to deal and build relationships with individuals at all levels of the business and to be seen as approachable and willing to get involved

• Adopt a professional approach in all dealings, demonstrate high standards and levels of performance and constantly strive to improve processes and procedures so as to add value to the department

For more information please send your CV to Carol Cantwell in confidence through the link.

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