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Apprentice Customer Service Advisor- Steven Eagell Toyota - Colchester
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The Role of a Customer Service Advisor
The role of a customer service advisor is vital to the smooth running of the after-sales department. As a key member of the team, you will coordinate the movements of customer vehicles through the centre, liaise with customers and the service team, and coordinate utilisation of the workshop.
Apprenticeship Details
Level 2 Retailer apprenticeship.
Duties
- Using systems, equipment, and technology to meet the needs of your customers
- Using a range of questioning skills, including listening and responding in a way that builds rapport
- Understanding the difference between internal and external customers
- Knowing the internal policies and procedures, including any complaints processes and digital media policies
- Understanding the different needs and priorities of your customers and the best way to manage their expectations
- Understanding your role and responsibilities
- Knowing the targets and goals you need to deliver against
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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Course Contents
- Communicate with customers to meet their requirements and encourage customer loyalty and repeat business.
- Serve customers in line with brand standards, legislation, business procedures, and the values of the business.
- Provide a retail service that balances the customers’ needs with additional linked products and services.
- Use face-to-face or online sales techniques such as product and price comparisons to support or influence the customer in their purchasing decisions.
- Promote seasonal or local offers through in-store or online promotions.
- Identify situations that may damage business reputation in line with company policy and escalate as required.
- Maintain good merchandising to meet the needs of the business whilst ensuring safety.
- Maintain stock levels and storage conditions such as correct temperature, lighting, ventilation, packaging to meet customer demand and minimize stock loss.
- Use technology and applications to support sales and service ensuring that maintenance issues are reported.
- Support team and colleague development through buddying and/or coaching.
- Comply with regulations and legislation relevant to their role and business.
- Contribute to continuous improvement activities which focus on improving sustainability within the business.
- Handle complaints within remit or escalate as appropriate.
- Support sales across a range of promotional events throughout the calendar year.
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Requirements
- GCSE in:
- English & Maths (grade C/4 or above)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Plus Points
- If you find people interesting, enjoy working with computers and related systems, and enjoy a fast-paced, constantly challenging environment, you’ll love this job.
Possible Negative Points
- This is a sales and marketing role. It requires focus and an ability to work very well with people from a variety of backgrounds. You will be expected to work Saturdays on a rota basis.
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