Location: Office-based, Mercedes-Benz of Worcester
Department: Customer Contact Centres / Customer Engagement
Salary: £22,000 Basic with a £30,000 OTE
Hours: Full-time on a rota basis covering 40 hours per week.
About the Role
We’re seeking dedicated and enthusiastic Customer Advisors to join our Mercedes-Benz contact centre team at Lookers. In this role, you’ll work closely with our customers, dealership aftersales teams to drive inbound and outbound bookings, sell service plans, and ensure a superior customer experience that reflects the prestige of the Mercedes-Benz brand.
Key Responsibilities
- Manage and book service, MOT, and maintenance appointments.
- Engage with customers 3 years plus to retain and build long-term relationships through service plan sales.
- Respond to all enquiries—phone, email, and live chat—in a friendly, efficient, and professional manner.
- Utilise Lookers technologies to enhance efficiency and consistently deliver a high-quality customer experience.
Skills & Competencies
- Excellent communication skills and a proactive, customer-focused attitude.
- Ability to work effectively as part of a team and meet performance targets.
- Strong time management and organisational skills, with attention to detail.
- Awareness of industry standards, data protection regulations, and compliance requirements.
Performance Measures
- Achieve targets for bookings, service plans, and call quality.
- Maintain high levels of customer satisfaction and meet or exceed manufacturer and brand SLAs.
- Consistently adhere to response times: one hour for emails, 30 seconds for live chat, and an answer rate of 95% or above on phone calls.
Why Join Us?
- Competitive salary with potential for additional earnings based on performance.
- Opportunities for professional development and brand training.
- A supportive and inclusive work environment, where every team member is valued and empowered.
Our contact centres operate 8am - 6pm Monday to Friday & Saturday 9am - 1pm . Shifts are on a rota basis and subject to review with one month’s notice for any changes.
If you’re passionate about customer service and excited to represent the Mercedes-Benz brand, apply today to join our team!
