Job Purpose
To be the first point of contact for customers, ensure that customers are greeted in a courteous and efficient manner and directed to a sales consultant or service advisor. To be the customer champion and deliver exceptional customer service by ensuring a seamless experience for the customer.
Accountabilities
Customer Focus
1. Greet all customers as they enter the showroom, establish if they require the Sales or Service Department, take details, offer refreshment, if a Sales enquiry provide an initial introduction to the vehicle until customer is ready to speak to a sales consultant, introduce customer to sales consultant, if sales consultant not available continuously communicate with customer to ensure they are aware of the situation. If service enquiry/booking to personally introduce them to a Service Advisor.
2. Document any complaints from customers; advise the Assistant Sales Manager / Sales Manager.
Operational
3. Co-ordinate with the Sales Consultant regarding any customer complaints.
4. Check that all display cars are kept clean and that each has a spec sheet present, report any discrepancies to Asst Sales Manager.
5. Provide administrative support to the Sales Supprt Executives and Receptionists when there are no customers requiring assistance.
6. Attend regular staff meetings using them as a basis for the communication of any ideas for improvement in processes or cost savings.
Personal Development
7. Maintain and develop own skills and technical knowledge through a development plan agreed with the line manager.
8. Attend an annual appraisal in line with the company policy and procedures.
Key Performance Indicators
\xc2\xb7 Customer satisfaction index
\xc2\xb7 Time taken to greet customers
\xc2\xb7 Personal customer feedback
Education/Qualification, Skills, Competencies and Experience
Identify the recruitment specifications needed to perform this job at fully-acceptable level
a. Education/Qualification
\xc2\xb7 Bachelors Degree Educated
\xc2\xb7 Excellent spoken English
\xc2\xb7 Telephone Call Training - Desirable
b. Experience (experience required for the job)
\xc2\xb7 Customer Service experience
\xc2\xb7 Proven experience in a customer-facing role dealing with a high level of customer expectation
\xc2\xb7 Understanding of high level grooming standards
c. Skills (general job knowledge & skills)
\xc2\xb7 Customer Focus - Empathy
\xc2\xb7 Problem solving
\xc2\xb7 Excellent verbal and written communication
\xc2\xb7 Computer literacy
d. Competencies (general behavioural attributes) and Levels
Core
\xc2\xb7 Achievement Drive - 2
\xc2\xb7 Communication - 3
\xc2\xb7 Customer Focus - 4
\xc2\xb7 Organisational Commitment - 3
\xc2\xb7 Quality Orientation and Accuracy - 3
\xc2\xb7 Team Working - 3
Job Specific
\xc2\xb7 Building Relationships - 3
\xc2\xb7 Flexibility - 2
\xc2\xb7 Influencing - 3
\xc2\xb7 Professional knowledge - 2
Job Dimensions
Location:
\xc2\xb7 McLaren Workshop, Dubai
Relationships:
Internal
\xc2\xb7 Sales Consultant
\xc2\xb7 Sales Manager
External
\xc2\xb7 Customers