Location: Worcester,MA, USA
OTE
Overview
Location: Office-based, Mercedes-Benz of WorcesterDepartment: Customer Contact Centres / Customer EngagementSalary: 22,000.00 Basic with a 30,000.00 OTEHours: Full-time on a rota basis covering 40 hours per week.
About the RoleWe'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!