Customer Service Advisor

**Job title** _Customer Service Advisor_

**Reports to** _General Manager_

**Job purpose**
- To ensure that every Customer interaction across the Service Environment results with the Customer being provided an exceptional customer experience.
- Ensure that all Service Centre targets are met
- Establish effective working relationships with all internal Partners & Technicians

**Role of Position**
- Ensure that all work and customer related processes are being followed
- Portray a visible and professional Company image that reflects to the customer that

“Customer Service” is the prime focus.
- Ensure that there are “no customer surprises”, where pricing, quality or timing are concerned
- Manage all parts required for the day to day flow of technician assignments, making daily contact with the Spare Parts Department.
- Establish Estimates on jobs and communicate costings in a timely fashion
- Regularly review and report on the Key Performance Indicators associated with the Service Centre and be accountable for the levels of performance resulting.
- Create a Customer Service methodology that delivers the required levels of customers service and follow up with customer satisfaction survey.
- To ensure the integrity of bookings, enquiries and due dates are kept, these must be entered into the Dealer Management System If necessary to be updated as required.
- To be an integral team member within the Company and represent the needs of the Service Centre across the Company
- Mechanical underdtanding will go a long way

**Key Responsibilities**
- Manage the interface processes and all aspects of product delivery with internal Partners to ensure Service Centre commitments are met
- Ensure that all jobs are correctly costed and authorized by the customer (internal or external) before any work is commenced
- Ensure that where any changes to “approved” costing are necessary, seek the customer’s authorization before proceeding.
- Actively display, promote and sell “Service” products. (plus 1)
- Liaise with all staff and ensure that the customer is kept fully informed of work progress
- Where commitments cannot reasonably be met, re-schedule the work and ensure the secondary commitments are met by taking the necessary Escalation action. Keep the integrity and accountability with our commitments.
- Conduct “quality control” checks on work completed in order to be satisfied that a suitable standard is being maintained
- Meet regularly with all Business Units to discuss issues affecting Service Centre performance
- Ensure that all technical bulletins and associated work specifications/recalls are implemented in a timely manner. (Same Day)
- .Create a Customer Service methodology that delivers the required levels of customers service and follow up with customer satisfaction survey.
- Actively display, promote and sell “Service” products and insurance. (plus 1)

**Key Performance Indicators**
- 100% Financial targets met (Technicians hours worked/Invoiced ratio).
- 90% of Initial Customer Commitments met.
- 100% of Secondary Customer Commitments met. judged by peers as an effective team member

**Salary**: $43,182.66 - $75,605.75 per year

**Benefits**:

- Employee discount

Schedule:

- 8 hour shift

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Ringwood V, IC 3134: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Inbound call centre: 1 year (preferred)
- Outbound call centre: 1 year (preferred)
- Service Advisor: 1 year (preferred)

Work Authorisation:

- Australia (required)

Work Location: One location