Aftersales Advisor Reference Number - 0123445567567
Location Mitsubishi, Feeder Road, Bristol
Salary Up to £32,000 depending on experience

AFTER SALES ADVISOR

JOB DESCRIPTION

  • Communicates the customer requirements to the service team in a legible, clear and understandable
  • Manner.
  • Liaises with customers or authorising agent on the telephone regarding any additional work and
  • obtains their authorisation to proceed.
  • Responds to customer enquiries; progress chases work to ensure that vehicle will be ready at the time agreed and contacts the customer to confirm their vehicle is ready for collection.
  • Creates the invoice for work completed

Customer Care

  • Hands over vehicle to the customer advising them fully of the work carried out and giving a full
  • explanation of invoice.
  • Obtains payment from customer and completes the appropriate paperwork
  • Promotes sales of additional products to customers.
  • Handles customer problems, complaints and difficult situations using the necessary skills and where possible resolving the issue to the mutual satisfaction of the customer and the business.
  • This may include offering goodwill payment where agreed by the Aftersales Manager
  • Regularly reviews Manufacturer bulletins and marketing programmes to ensure customer are offered current promotions.

Administration

  • Liaises with Manufacturer or external warranty providers for information/approval on contributions
  • Ensures accurate completion of all documentation both by self and customer, relating to all actions
  • that are undertaken.
  • Maintains all customer record files and job cards daily to ensure the accurate analysis of service activity and business development.

General

  • Ensures the smooth flow of the vehicle through the workshop in line with defined dealership
  • procedures and the Fundamentals.
  • Develop and maintains comprehensive product knowledge in respect of the Manufacturer vehicles.
  • Understands and complies with all appropriate legislation relevant to the department including health and safety legislation.
  • Ensures the maintenance of all equipment and other materials.
  • Maintains personal awareness of the company’s quality procedures described in the company's policy and procedures.
  • Completes any other appropriate activities as specified by the Aftersales Manager
  • The fulfil this role the position holder will need an ability to:
  • Maintain a high level of contact with external customers, including frequent telephone contact.
  • Communicate with customers to understand their needs and present manufacture/franchise solutions to meet them with accuracy and assurance.
  • Introduce and sell the benefits and advantages of all manufacture/franchise products and promotions.
  • Identify and resolve dissatisfied customer issues in a professional and empathic manner.

Requirements of the position:

  • Work readily with numbers and large sums of money.
  • Builds strong interdepartmental relationships and pay close attention to the requirements of those
  • Departments.
  • Pay close attention to administrative details, including ensuring documentation is clear and legible.
  • Work independently in a busy active environment and without constant supervision, managing own
  • time and workflow effectively.
  • Present a consistently professional image to all customers through attitude, behaviour and personal
  • Appearance.
  • Maintain up to date knowledge about new products systems and services.
  • Automotive systems (e.g. understanding of basic vehicle layout, function and location of parts).
  • Appropriate manufacture/franchise telephone techniques and etiquette.
  • New models and recent improvements through technical bulletins, training courses, motor industry
  • journals, technical magazines.
  • Manufacture/franchise prices, models series, options, warranties, Selections packages, standard
  • equipment, specifications.
  • The internal procedures relating to a vehicle flow from receipt to hand back.
  • ICM Warranty system and handling of goodwill payments.
  • In-house computer systems (e.g. manufacture/franchise web, Dealership DMS system).
  • Vehicle legislation, consumer legislation and trade practices.

Additionally, the position holder should demonstrate the following:

  • Communications skills
  • Computer literacy
  • Flexibility
  • Numeracy
  • Planning and organisation
  • Customer focus
  • Relationship maintenance and building rapport
  • Determination
  • Proactivity
  • Integrity
  • Team working

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