Customer Services Specialist

Falklands 4x4

To assist our team at Falklands 4×4 with many aspects of the day-to-day running of the department but primarily be responsible for interactions with customers, answering questions, resolving issues, assisting in sales and online marketing.

Duties and Responsibilities:

The Customer Service Specialist (CSS) will be responsible for dealing and interacting with customers across all Falklands 4×4 sections in a timely manner.

You will act as a liaison between customers and management and analyse and resolve any customer complaints or queries that may arise across all sections.

The CSS will be required to provide training in customer services to their colleagues and communicate customer feedback to the relevant teams.

This role also requires you to create adverts for social media and other online platforms including our website.

The CSS will also be required to respond to vehicle hire enquires, taking bookings and processing payments, organising vehicle maintenance and repair work with the service department on behalf of the showroom, maintaining the Pro-Hire database and ensuring all information is kept up to date, carrying out post and pre-rental checks, and arranging for the collection or delivery of vehicles as and when required.

The CSS will also actively work with service department staff to ensure that a vehicle is received in an appropriate manner, it is fully understood what is required and that the work carried out is to an appropriate standard.  The role will require the development of systems and procedures to enable this to be fully understood.

You will need to be versatile as this role will take you between the service department, showroom and spares section.

The role also includes undertaking basic Health & Safety checks around the office and workshop environment. As and when required; the role will also include moving vehicles out of containers and taking vehicles up to or collecting from MPA for clients.

This role is key in the development of quality systems and procedures to ensure that the Automotive section is meeting and exceeding quality standards in line with the FIC Quality Manual.  This role will lead all quality requirements across the section on behalf of the Automotive Manager.

The job description is not an exclusive or exhaustive definition of your duties.  You shall undertake such additional or other duties as may reasonably be required by FIC commensurate with your role and salary.

Essential Qualifications:

  • Full clean driver’s licence
  • Grade A – C in GCSE Maths and English
  • Minimum 3 years management experience in an automotive service or hire environment
  • Professional use of Microsoft Office Suite with relevance to Microsoft Word, Excel and Publisher
  • Timekeeping and time management skills
  • Polite and customer-orientated approach
  • Strong leadership skills and the ability to work with others to resolve issues.

Desirable:

  • PSV licence
  • Experience working in car rental
  • Experience in finance or any relevant financial qualification
  • Knowledge of, or experience in, Health and Safety requirements

Additional Information:

This role has a mandatory on-call requirement on a roster with other colleagues.

Individuals will promote good customer service and ensure outstanding service as stated in the Falkland Islands Company mission statement and ensure that the Health & Safety policy of the Company, as laid out in the Contract of Employment, is adhered to.

They will attend regular toolbox talk meetings, follow risk assessments, safe working procedures and utilise all necessary personal protective equipment as provided and be willing to undertake training and qualifications as required.

Application instructions: please send your motivation letter, and your CV including at least three professional reference contact details to recruitment@fic.co.fk, with “VHR0086 Customer Service Specialist” in the subject-line, latest by 26th November 2020 at 16:30 local time.

To apply for this job email your details to recruitment@fic.co.fk.