Customer Service Administrator-1

Job Purpose

To provide vehicle maintenance booking services for drivers. To provide a high standard of customer service. The Booking Specialist position will provide front line support for all vehicle maintenance booking enquiries from drivers & clients. The successful applicant will be part of the Booking Team within the Customer Care Department.  They will look after all day-to-day maintenance bookings, windscreen replacements, breakdowns and associated administration, while working closely with their fellow team and department members.

Applicants should be energetic “people’s people” with excellent communication, computer and administrative skills who have the ability to work as part of a team. The vast majority of this role is telephone based, talking to and supporting Ayvens; customers. Prior customer service experience is desirable. Full training will be given in both customer service and the required technical automotive knowledge.

This role will offer a clear career pathway for the right applicants through Ayvens; Customer Care department.

At Ayvens our focus is not only on vehicles, our focus is on the driver. Just as we maintain vehicles we aim to maintain the best possible service and experience for the driver. It was with this in mind that we created the Booking Team to provide a single point of contact for our clients & drivers who need to arrange vehicle maintenance.

Tasks

• Working as part of a team, efficiently and professionally process and log a high volume of telephone and email requests for vehicle maintenance and repair.
• Adhere to Ayvens; policies & procedures while meeting the needs of our clients & drivers
• Support drivers who have broken down & require roadside assistance
• Work with our supplier network to ensure an excellent customer experience
• Direct vehicles into Ayvens preferred supplier network for repairs
• Achieve team goals and to achieve individual targets as outlined by line manager.
• To help build long term proactive relationships with clients and drivers by:
  • Building client trust and confidence
  • Continuing to build on Ayvens; professional image and maintain Ayvens; high standard of customer service
  • Increasing customer survey ratings
• Managing fluctuating workloads
• General administration
• Adhoc projects:  To work with your Managers or colleagues to assist in any adhoc requests you are asked to do

Knowledge, Skills & Experience

• Able to use information received coupled with Ayvens; tools to make decisions
• Able to balance client requirements with internal policies
• Team player who actively participates in shared objectives and has an enthusiasm and commitment to work towards team goals
• Flexibility, willing to carry out variety of tasks/activities requested
• An interest and knowledge in motor vehicles is desirable, but not essential as full training will be provided
• Excellent communication skills, both written and verbal along with a polite, friendly and diplomatic manner
• Must have strong attention to detail and display a high level of accuracy
• Computer literate with a good knowledge of Microsoft packages
• Good interpersonal skills and has an ability to build rapport with clients and drivers
• Ability to think and take initiative, identify & implement efficiencies and the confidence to make decisions when required
• Good time management skills, managing fluctuating workloads & organistation and prioiritisation of daily tasks 
• The ability to see issues through to completion and work to deadlines
• Customer driven with the ability to deal and build relationships with individuals at all levels of the business and to be seen as approachable and willing to get involved
• Adopt a professional approach in all dealings, demonstrate high standards and levels of performance and constantly strive to improve processes and procedures so as to add value to the department