Customer Service Representative (Outbound) (SO1)

Customer Service And Sales Taguig City, National Capital Region


Description

Key KPI’s include:

  • Ensure Service Departments are booked to maximum hours
  • Booking conversion rates >50% of outbound dials
  • Average call time
  • Accurate data capture – 100%
  • Follow OEM guidelines to booking vehicles in – measured through OEM feedback
  • Average call times
  • Adherence to roster
  • Customer satisfaction scores from OEM

  
Duties and Responsibilities:

  • Managing high volume of outbound calls in a timely manner
  • Contact outbound to book service opportunity
  • Describe products, services and respond to questions to encourage the booking
  • Meet personal/team targets and call handling KPI’s
  • Understand/identify your customers situation/needs and respond quickly and appropriately
  • Resolves problems by clarifying customer issues and referring calls quickly and appropriately to correct Department for attention
  • Ensures customer satisfaction at every stage of the customer experience
  • Continually develop customer service quality and implement follow up procedures and/or corrective action as required
  • Identifies areas of improvements and contributes with positive suggestions – eg: phone answer response times and closing techniques
  • Follow Contact Centre processes to maximise efficiency and productivity of Centre operations
  • Communicates at all times in a manner that builds and strengthens the customer experience and the customer base – both internal and external
  • Enhances organisation reputation by accepting ownership for accomplishing new and different requests, exploring opportunities and adding value to job accomplishments
  • Follow/adhere to Manufacturer call scripts/procedures (eg: Mystery Shops etc)
  • Following Alto Group Call Centre “scripts” when handling different topics
  • Utilise software and databases to input data in a timely manner
  • Ensure all data is entered accurately and maintained during every contact with new and current Alto Group clients
  • Maintain records in order to ensure that they meet both internal and external reporting requirements
  • Maintain up to date knowledge across all Departments on Dealership processes to ensure customer enquiries are addressed in a timely and professional manner
  • Identify and challenge customer retention opportunities and develop retention strategies in collaboration with Management
  • Perform all aspects of prospecting and customer follow up as per Manufacturer and Alto Group processes
  • Provide honest, accurate, valid and timely information to all customer enquiries
  • Act in a manner consistent with OEM & Alto Group branding expectations
  • Ensure support for all manufacturer trade and promotional programs
  • Uses initiative and is pro-active
  • Attend relevant internal and manufacturer information sessions and training courses to maintain and improve industry and product knowledge and enhance individual skills
  • Remain up to date with legislative changes
  • Contributes to maintaining general housekeeping in Call Centre and individual work areas
  • Keep equipment operational by following established procedures and reporting malfunctions
  • Liaise with Service Managers to promote and maximise service bookings
  • Provide Service Manager with customer details to follow up lost customers
  • Oversee service reminder data and follow ups on a daily basis
  • Encourages the sharing of knowledge and information in a timely manner with other Dealership departments
  • Identify call volumes in inbound and rotate between areas as required
  • Any other duties as required from time to time by Management

  

Adherence and commitment to Alto Group Policies & work practices:

  • Carry out all duties as per Alto Group’s core values and Mission Statement
  • Abides by Alto Group Workplace Health & Safety Policy
  • Actively participate in the implementation of WHS in the workplace by identifying and reporting workplace hazards, developing safe work practices and ensuring own work environment complies with WHS Legislation
  • Displays care for the health and safety of self and others
  • At all times, acts professionally and handle sensitive business information appropriately in order to promote a positive image of the company and brand
  • Complies with all legal obligations including adherence to Alto Group Code of Conduct, Anti-Discrimination, Anti-bullying and Workplace Harassment Policies
  • Awareness and adherence to the Trade Practices and Privacy Act
  • Abides by Alto Group Smoking In the Workplace Policy
  • Obey all road laws when driving company or customer vehicle
  • At all times speak loyally of the product, colleagues and Alto Group
  • Accept instructions with regard to work practices and employment conditions from Senior staff
  • Adheres to appropriate Dress Code as instructed by individual site Manager, in line with Alto Group Company and Manufacture Corporate Identify guidelines


Qualifications/Skills:

  • Previous experience in a customer support role
  • Computer literate and familiar with CRM and Office programs
  • Good administration skills with an attention to detail
  • Strong phone and verbal communication skills
  • Friendly attitude with the ability to quickly develop a rapport with customers over the phone
  • Active listening skills with ability to ask probing questions, understand concerns and overcome objections
  • Customer focus and adaptability to different personality types
  • Communicates respectfully, clearly and effectively with a wide variety of personalities
  • Ability to multi-task
  • Attention to detail
  • Ability to set priorities and manage time effectively
  • Hardworking, persistent, and dependable, while encouraging a team environment
  • Positive and enthusiastic
  • Maintains confidentiality
  • Acts honestly and with integrity