client assistance coordinator

Reporting Into: Operations Team Manager

Contract Type: Permanent

Job Location: Dublin

Date posted: 11th Mar 2018

Reference: CFMCAC1

Background:

Our client, a major global brand, is looking to add to their team by recruiting a Client  Assistance Coordinator to work on one of their large accounts. The main objective of the role is to provide an efficient, professional and proactive response to requests for motor assistance, and to co-ordinate all aspects of this assistance in line with company procedures.

Role Details:

• To handle all incoming and outgoing telephone calls in a prompt and courteous manner in line with the company and client expectations
• To provide a proactive response to assistance calls by advising client on minor technical queries and providing solutions
• To ensure that the relevant supervisor/Manager is informed of any service failure or potential problem
• To manage each assistance file to ensure that customers receive the most appropriate service in a timely and cost effective manner
• To monitor all aspects of the file to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress
• To ensure that all benefits are applied in the most cost effective manner
• To ensure that accurate costings are given for all assistance files utilising available systems
• Liaise with repairing dealer to ensure that the job is closed with correct fault information
• Perform data entry on system for all incoming claims on a timely manner, verify accuracy in data and obtain any missing information as necessary
• Maintain up-to-date warranty claims status in an organized and accessible manner at all times
• Ad-hoc duties

You will be responsible for the following:

• Health & Safety:
  • To ensure that your work area is kept safe and tidy at all times
  • To abide by the Health & Safety Work Act 1974
  • To notify your supervisor/Manager of any Health & Safety issues which may cause harm to fellow employees

• Knowledge and development:
  • Ensure that you maintain up to date knowledge concerning all aspects of the brand you represent
  • To  ensure that all product and technical knowledge is applied at every opportunity

• Training:
  • To advise your supervisor of any areas of work which you feel require you receive any additional training
  • Be available for training on new schemes/policy changes and skills as required

• Quality Management System:
  • To work as a member of a team within the quality system and follow all documented quality procedures and instructions

• Key Performance Areas:
  • To work towards achieving 100% on all Key Performance Area targets set for the department

• Appraisals:
  • To actively participate in and contribute towards individual six monthly appraisals, monthly team meetings and monthly one-to-one assessment sessions

• Regulatory:
  • To work within and be compliant at all times with all relevant regulations and legislation applicable to the role.

Your personal attributes:

• Self Awareness
  • Essential:
    • Well presented in line with working within a corporate environment

• Education / Qualifications
  • Essential:
    • Good standard of general education;
    • Successfully completed Leaving Certificate
  • Desirable:
    • Working towards APA qualification

• Special skills & knowledge
  • Essential:
    • Proven experience of providing a quality customer service within a pressurised environment
    • A genuine desire to provide a high level of customer service
    • The ability to effectively manage multiple cases
    • Excellent telephone manner
    • Fast accurate typing skills
    • PC Literate
    • Good geographical knowledge
    • Basic technical knowledge of vehicles
  • Desirable:
    • Experience of working in the automotive industry

• Aptitude / Personality:
  • Essential
    • Enthusiastic
    • Patient
    • Diplomatic
    • Team player
    • Calm under pressure
    • Assertive
    • Flexible

Hours:

Shifts based on a 35 hour week – between the hours of Monday to Friday 08.00 – 20.00, Saturday 09.00 – 19.00 and Sunday 10.00 – 18.00

Package on offer:

• Permanent, full-time position
• Salary - DOE

If you are interested in this role, please select APPLY below. This will create an email to us, attach your CV (plus any additional information you'd like to submit) and we will be in touch with you.