Customer Contact Advisor

A position has arisen for a Customer Contact Advisor based in Reading.  This is for a 12 Month FTC to cover maternity. Headquartered in Reading alongside Porsche Cars GB Ltd, Porsche Retail Group (PRG) are owned wholly by Porsche Germany. We operate several Porsche Centres, Service Centres and a Trade Parts Distribution Centre in and around London and the South-East.

Our journey embodies the Porsche DNA, a love of sports cars and a passion for excellence and challenging the status quo.  Our culture of trust, integrity, and empowerment filters through every channel of our business. Our people have passion, thriving on a friendly rivalry that inspires all of us to be better and a genuine desire to go further for our customers and each other.

The Customer Contact Advisor will provide Porsche Retail Group Ltd. (PRG) customers with a consultative booking service for the maintenance and/or repair of their vehicle, whilst ensuring the group’s workshops are loaded in such a manner that ensures efficient utilization of available capacity.

Responsibilities:

• Answering all inbound Aftersales customer booking communications via phone calls, e-mails, web enquiries etc
• Advising customers of potential work required (including warranty/recall campaigns), providing a quotation and documenting on the service booking
• Booking the vehicle into the relevant PRG Centre’s Aftersales Department and providing confirmation of the booking to the customer
• Providing advice/guidance to the customer on the location and facilities of the relevant Porsche Centre
• Determining the customers’ alternative transport requirements and arranging them as required.
• Ensuring customer details are confirmed with the customer and updated accurately on the Dealer Management System (DMS) and Customers @ Porsche (C@P), to meet with prevailing GDPR/Data Protection Guidelines
• Loading the Workshop diary in CDK in accordance with the company’s booking requirements

Preferred Attributes:

• Confident speaking with customers over all communication channels
• Previous Customer Experience is desirable
• Ability to assess the customer’s issue and come up with an effective and timely solution
• Handling multiple inquiries or tasks efficiently while maintaining quality service
• Proficiency in navigating digital systems quickly and accurately

Benefits:

• Shift Pattern – Monday to Friday (8am to 4.30pm one week, 9.30am to 6pm another week) and one in four Saturdays (8.30am to 1.30pm)
• A basic salary up to £26,500 dependent on experience plus bonus
• A VW Group Vehicle through our VW Group Employee Car Ownership Scheme.
• 35 days holiday per year (inc. Bank Holiday), with extra days for long service
• Preferential rates on several products and services, including high street brands, restaurants, gyms, and Porsche products.
• Life Assurance
• Income Protection Insurance
• DC Pension Scheme
• Employee Assistance Program - support and advice on issues impacting your wellbeing.

PRG is committed to promoting a culture that champions diversity and equal opportunities. PRG believe diverse teams are catalysts of innovation and create multiple new ideas. One of our priorities is to celebrate diversity in all its dimensions while shaping an aspirational and inclusive company culture.

Applying
Please note that eRecruitSmart is advertising this role on behalf of Porsche Retail Group. Your CV will be stored on their platform for the Hiring Manager who is responsible for the vacancy to review. Please only apply if you consent to these terms.

You must reside in and have eligibility to work in the UK.   If your address and contact details are not on your CV, you will not be considered. You’re welcome to request a full synopsis of the job description during your first round of interview, should you be successful.

We look forward to hearing from you!