Call Centre Agent

Company Description

We are seeking a proactive Call Centre Agent to be the crucial link between our customers and our busy workshop. In this role, you will play a direct part in maintaining our company's image and ensuring the workshop operates at maximum capacity. You'll use your expert communication skills and attention to detail to meticulously manage appointments, handle recall campaigns, and drive service bookings to meet key dealership and manufacturer targets. If you thrive in a fast-paced environment and take pride in precise work, this is the role for you!

Job Description

The primary responsibility is to ensure the workshop is booked to full capacity according to available hours and service mix targets. Key duties include:

Customer and Booking Management

• Bookings and Scheduling: Meticulously book vehicle services and repairs on the BSI system, ensuring full capacity is loaded for the next day before offering later dates.
• Professional Communication: Communicate with customers in a friendly, courteous, and professional manner, answering calls within three rings and following the prescribed booking script (e.g., using the customer's name).
• Information Gathering: Obtain and verify all necessary vehicle and customer data (VIN, year model, contact details, etc.) through the BSI and manufacturer systems at the time of booking, capturing detailed repair information (the 'where, when, what, who, and how').
• Recall Campaigns and Updates: Check for outstanding recall campaigns on all vehicles via manufacturer systems during the booking process and ensure all related documentation is uploaded to the job card.
• Customer Follow-up: Send calendar invitations for bookings, advise customers on diagnostic fees (for out-of-warranty repairs) and expected arrival times, and handle web booking confirmations.

Operational Processes and Targets

• System Integrity: Maintain the BSI system, ensuring service schedules are attached and updated information is confirmed via manufacturing systems.
• Target Achievement: Actively work towards and achieve daily/monthly targets for service bookings, service reminders, and UON conversion rates (a critical KPI for the dealership).
• No-Show Management: Execute the daily "No-Show Process" by contacting absent customers by 10:00 AM to reschedule and update the necessary reports for management.
• Parts Follow-up: Call customers to book them in once their ordered parts have arrived, as notified via the BSI 'Parts Arrived' screen.
• CRM/Feedback: Daily phone customers from the CRM screen to follow up on their experience, explain the service rating, and log any problems for immediate management attention.

Qualifications Essential Requirements

• System Proficiency: Proven ability to quickly learn and efficiently utilize proprietary systems like BSI and manufacturer-specific software.
• Call Centre/Booking Experience: Prior experience in a high-volume call centre, service booking, or administrative role, preferably within the automotive or workshop industry.
• Communication Mastery: Exceptional verbal and written communication skills, with a focus on active listening and professional telephone etiquette.
• Attention to Detail: Meticulous approach to data capture and process execution (e.g., following the detailed booking script, ensuring campaign documents are uploaded).
• Commitment: Ability to be responsible, trustworthy, and loyal, and to work overtime and month-end as required to complete all tasks.
• Pressure Management: Proven ability to work effectively under pressure while maintaining a friendly and courteous demeanor.

Highly Advantageous

• Previous experience with a manufacturer's system (e.g., Ford SA) or a similar dealership management system.

Familiarity with tracking and achieving key performance indicators (KPIs) and conversion targets.

Additional Information

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.