Volvo Truck and Bus are one of the World’s leading manufacturers of commercial vehicles. At Volvo Truck and Bus we are passionate about what we do and who we are. We believe our employees are our greatest asset to enable us to deliver excellent service to our customers. Our culture promotes training and development to help individuals reach their career goals and encourages positive working relationships between staff and managers where ideas are valued.
We have an exciting opportunity for a Customer Service Representative (CSR) to join our team at the Perth depot. As a CSR you will play a pivotal role in the customer experience. You will guide our customers along their journey with us, developing effective relationships with them. Your responsibilities will include, but may not be limited to:
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Proactively promote our services and up-sell products to our customer
- Develop the Dealerpoint labour and parts sales by proactively promoting the services and products available through effective customer relationships
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Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract
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To be the key customer contact and single point of reference for the Dealerpoint
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Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects
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Load workshop schedule to maximise capacity utilisation
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Ensure all resources are available in advance of scheduled work (labour and parts)
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Ensure that all proposed work is correctly specified based on standard
- Agree timescales for unscheduled work with customers and follow through to completion
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Ensure that all authorised work is properly codified on the repair order prior to handover to the workshop.
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Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorisation of all incremental work
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Review quality of job documentation and highlight issues / deficiencies to Workshop Controller for follow up
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Follow up after service / repair visit to check customer satisfaction as per GVS process.
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Any other duties that may be reasonably requested by your manager
To be successful in the CSR position you must be able to work in an organised & methodical manner in a fast-moving environment, ensuring that all daily tasks are completed. Exceptional communication skills are key within this position as well as the ability to negotiate and use initiative. Attention to detail within this role is critical and you must be able to adapt your communication style depending on the situation.
Ideally you will have at least 2 years’ experience in a customer facing position with a basic knowledge of MS Office, working knowledge of vehicle technology and an understanding of operators licence laws and regulations.
If this sounds like a role that you would be interested in and you are looking for your next exciting career challenge, then we would love to hear from you.
