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Gold Trusted Service

All Cars Less Than 3 Years Old
and less than 25,000 miles

Customer Service Assistant

Location: Glasgow
Hours: 40 5 days out of 7 - on a rota basis
Salary: £8.50 p/h
Department: Customer Service and Customer Care
Employment type: Permanent Full-Time
Closing Date: 23/03/2018

The Role

Dealing with customers is key to maintaining Motorpoint’s strong reputation, our Customer Service Assistants do one of the most important jobs in our business; which is to hand over purchased vehicles and ensure that the customer is satisfied when taking their car home.

Taking responsibility and acting honestly and with integrity is core to our customer care team members.

As a key member of the team, you will be responsible for the full vehicle handover process including all paperwork, finance sign ups and vehicle demonstration. Offering a bespoke service to each and every customer, you will deliver exceptional customer service whilst adhering to Motorpoint’s Customer Service Quality Standard.

• Carry out quality checks on all cars prior to collection.
• Ensure all procedures are followed and paperwork is accurately completed when vehicles are collected.
• Meet and greet all customers on arrival to the site.
• Professionally brief new vehicle owners of vehicle specification and supporting documents upon collection. 
• Ensure smooth and professional service, with NPS as a key guiding factor.
• Completing all vehicle documents to a high degree of accuracy e.g. deal files.
• Accurately checking-in part exchange vehicles.
• Communicating with multiple departments to ensure effective working practices.
• Effective utilization of in house systems such as IQuote and Viper. 
• Meeting Motorpoints benchmark level of customer service.
• Ensure customer is satisfied with purchased vehicle by going on an assisted test drive
• Ensure that all customers who have purchased a vehicle online have a positive customer experience when on site.
• Be the first point of contact for customers who return to the site, with any after sales queries
• Role requires some working outdoors.

The Person

• Excellent time management skills and ability to prioritize urgent work.  
• Experience of working in a customer service environment 
• Intermediate IT skills
• Confident and articulate communicator
• Able to build rapport quickly, putting customers at ease
• Strong listening skills
• Questioning skills to identify if a customer has an issue with a product or service 
• Approachable and always willing to offer assistance
• Excellent attention to detail 
• Previous administration experience is advantageous
• Follows procedures and adheres to set processes 
• Excellent team player
• Willingness and ability to coach and develop junior or new members of the team
• Exceptional diary management skills

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