Dayshift Customer Service Representative (Blended

OUTBOUND CUSTOMER SERVICE REPRESENTATIVE
WHAT IS AN OUTBOUND CUSTOMER SERVICE REPRESENTATIVE
Our awesome client, a leading automative company based in Australia is looking for an Inbound Customer Service Representative to be part of their customer service team.
.Contact Centre Representatives use their knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.
They speak with customers, listen to them to gain a better understanding of their needs, promote Alto Group services and direct calls to respective staff across the Group.
All tasks are carried out to ensure excellent service standards and maintain high customer satisfaction while creating a positive experience for each caller.
This role is also pivotal in filling the Service Centre to Dealer requirements.
WHAT WILL BE YOUR MAIN 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
WHAT ARE WE LOOKING FOR
.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

OUTBOUND CUSTOMER SERVICE REPRESENTATIVE