Objectives of the Post:

• To deal with customer requirements for service and repair in an efficient and courteous manner ensuring the highest standard of Customer Service.

• To contribute to the organisation and loading of the workshop in an efficient manner to allow everyone to work to their full capacity.

• To carry out customer follow-up and prospecting activities to increase work within the workshop and promote the sale of accessories, parts and new vehicles.

Main Duties:

• Make customer bookings and plan customer arrival times (where possible).

• Greet all customers at Reception in a courteous and considerate manner and agree their service and repair requirements with them.

• Take ownership responsibility for customer vehicles, keys and workshop parking.

• Complete Repair Orders and inform customers of approximate prices, delivery times and acceptable methods of payment.

• Carry out road tests and physical inspections where necessary.

• Establish the customer’s onward travel arrangements and offer a service loan car or courtesy transport where applicable.

• Load the workshop efficiently using agreed Flat Rate times and our Reservation System without exceeding capacity.

• Monitor progress in workshop to ensure promised time frames are delivered.

• Liaise and update customers to ensure approval for additional work required has the customers consent and agreement.

• Conduct Final Quality Control test and ensure correction if necessary.

• Personally present completed vehicles to customers and advise of any further or future service repair requirements.

• Present invoices to the customers, providing a clear explanation of charges and warranty/goodwill procedures. (Discounts, guarantees and goodwill claims outside agreed policies cannot be offered without the approval of your Service Manager.)

• Promote the sale of BMW and MINI accessories and clothing.

• Manage and update Customer Record Files and Repair Order Register on a daily basis to ensure accurate analysis of Service Department activity.

• Maintain an ongoing customer contact system, including a follow-up call to ensure satisfaction with all work carried out and calls to customers not seen for long periods to demonstrate continued interest in their requirements.

• Ensure the service area is kept clean and tidy and all information updated is in line with our brand.

• Maintain a high level of Product and Technical knowledge through manuals, information bulletins, magazines and attending training courses, with the agreement of your Service Manager.

• Maintain up to date knowledge of Warranty and Goodwill procedures of BMW (IE) Ltd and your Retail Centre to ensure all claims are processed fairly and quickly.

• Ensure that safe working practices are adhered to in line with the Health and Safety legislation.

Critical Skills:

• Proven high level of customer service skills.

• Enjoys working with people.

• Good communication skills.

• Strong organisational and prioritisation skills.

• Able to take initiative and ownership of issues with a proactive can-do attitude.

• Able to multi-task and switch between tasks.

• A team player who offers help and support to others.

• Willingness to learn and keep up-to-date with product and technical information.

• Thrives in a high pressured environment.


Competencies:

Problem Solving

• Analyses and evaluates key data quickly and, with the relevant details, applies logics and common sense.

• Makes decisions, commits to actions and takes over responsibilities with calculated risks.


Brand identification

• Identifies with and acts for BMW culture, brand, lifestyle, and values.

• Acts as an ambassador for BMW and is passionate about the products and company.


Communication with Impact

• Communicates clearly, eloquently and finds the right balance between talking and listening.

• Finds persuasive arguments and negotiates professionally with fairness and respect.

• Customer & Service Orientation

• Creates a premium customer experience. Identifies and anticipates customer expectations and needs.

• Assures that customer issues are resolved and focuses on customer satisfaction.


Flexibility and Desire to Learn

• Adapts quickly to unknown situations and willingly improves his/her own skills and competence.

• Shows an openness to change, innovates processes, and strives for new ideas.


Relationship Building

• Easily builds up relationships, is empathic and self-confident.

• Approaches others with commitment, openness and a friendly attitude


Result and Achievement Motivation

• Acts with a focus on solutions and measurable results.

• Strives for outstanding performance and sets himself/herself challenging goals and targets.


Self-Management & Resilience

• Manages his/her time appropriately, taking into account costs and time.

• Prioritises information and works in an efficient manner – even under pressure.


Team Orientation

• Facilitates interaction between team members and appreciates teamwork.

• Looks for ways to enhance collaboration and balances the interests and concerns of team members.


Additional Requirements:

• Full valid clean Irish driving licence

• Customer service experience within a main retail environment would be an advantage.