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Customer Experience Expert - Mercedes Benz

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Inchcape

3mo ago

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    Hospitality & Retail
  • Chester

AI generated summary

  • You must provide exceptional customer service, multitask efficiently, have a passion for Mercedes Benz, pay attention to detail, and possess excellent communication skills.
  • You will engage customers, manage their journey, present funding options, facilitate test drives, coordinate vehicle orders and handovers, and follow up on inquiries for seamless service.

Requirements

  • Ability to provide a first-class customer service with energy and enthusiasm
  • An effective multitasker who is methodical and efficient
  • Has a genuine desire to help people and the team
  • Has a passion for the product - responsible for keeping up to date with the latest Mercedes Benz product information
  • Attention to detail
  • Excellent listening and communication skills

Responsibilities

  • Proactively approaching customers to offer help and advice based on the customers requirements
  • Helps create the right retail environment for our customers – inc. display
  • Planning and managing the Customer Journey – enabling them to make an informed decision – and providing customers with relevant information on all relevant products and services available throughout the retailer in a compliant manner
  • Present a balanced presentation of funding options to a customer, following compliance processes and requirements (inc. Initial Sales Disclosure)
  • Helps facilitate the basic needs of our aftersales customers – working with the aftersales team to provide seamless service
  • Help facilitate the test drive experience of our product including product presentation and documentation
  • Works with your managers to secure and process vehicle orders – including the effective use of Mercedes Benz platforms where applicable
  • Helps arrange and agree handover details for customers who purchase a vehicle, working with admin and vehicle progress chaser
  • Assists in following up previous visitors and enquiries to revisit assist and re appoint where suitable

FAQs

What is the salary for the Customer Experience Expert position?

The salary for the Customer Experience Expert position is £13,959.19 with an OTE of £15,920 plus employee benefits.

How many hours will I work per week?

The position requires 22 hours per week, with a shift pattern to be discussed during the interview.

What is the primary responsibility of a Customer Experience Expert at Mercedes-Benz?

The primary responsibility is to guide customers through their journey as the first point of contact in the Retail Centre, delivering a premium customer-focused experience.

What kind of employee benefits are offered?

The benefits include 33 days' annual leave, retail discounts, gym discounts, healthcare plans, car discounts, a flexible pension scheme, family-friendly policies, a wellbeing programme, and an internal recognition system.

Is there an opportunity for career growth?

Yes, there are fantastic career opportunities and comprehensive training provided to help you grow within the company.

What skills are beneficial for this role?

Beneficial skills include first-class customer service, effective multitasking, a desire to help people, a passion for Mercedes-Benz products, attention to detail, and excellent listening and communication skills.

Do I need previous automotive experience to apply?

No, you do not need to love cars or have previous automotive experience, but you should share the mission of creating outstanding experiences for customers.

How does the company support employee wellbeing?

The company offers a wellbeing programme to support you and your family as part of the employee benefits.

What is the importance of the Customer Experience Expert role in the retail environment?

The role is crucial as it helps create the right retail environment for customers, enabling them to make informed decisions about products and services offered.

Will I be involved in the after-sales process?

Yes, you will help facilitate the basic needs of aftersales customers by working with the aftersales team for seamless service delivery.

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Inchcape

Automotive
Industry
10,001+
Employees

Mission & Purpose

Inchcape is the world's leading independent automotive distribution partner. We work with more than 40 of the world's most loved automotive brands to power better mobility, today and in the future. Our 14,500 team members work across 40 country markets in Asia, Australasia and the Pacific; Central and South America; Africa; Europe and the UK.