Group Aftersales Representative

JOB PURPOSE

Working on a full-Time basis for 40 hours per week, 8.00am -5.00pm Mon-Friday.

To strengthen and leverage customer relationships to maximise aftermarket sales and penetration.

To differentiate the company by ensuring a consistent delivery and follow up process for new and used equipment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Deliver targeted customer follow up calls on a 3-week, 3-month and 5-month basis to identify potential issues/opportunities, especially when close to the equipment end of warranty period.
• Contact customers mainly by telephone promoting service and extended warranty packages for both John Deere and JCB and follow up of service promotions.
• Inform Sales department of opportunities identified through customer contact and enter into CRM system salesforce.
• Inform Service department if identified issues and needs
• Action monthly address verification and calls
• Produce new customer thank you letters and surveys
• Chase up any issues raised by customers
• Deal with written complaints
• Communicate monthly customer satisfaction results
• Compose written responses to customer issues if needed
• Monitor and feedback customer comments
• Send out vouchers for returned surveys
• Liaise with marketing to maximise customer focus
• Answer incoming calls when needed
• Bring new ideas on how we can improve customer contact
• Support our aftersales field team with administrative duties

ESSENTIAL SKILLS, QUALIFICATIONS & EXPERIENCE

• Ability to use standard desktop application such as Microsoft Office and internet functions.
• Advanced verbal communications skills.
• Experience in a customer service/relationship environment.
• Organisational skills with good attention to detail.
• Team player.
• Positive, enthusiastic attitude with integrity and honesty.