Customer Care Support - Ngauranga
About AMI MotorHub
AMI MotorHub is an automotive collision repair business. We are proud of our facilities and our aim is to deliver consistently outstanding experiences for customers, getting them back on the road faster.
Our business is centred around our people and the use of innovative technology in our process driven workshops to ensure cars are repaired to the highest standards.
We are a highly customer focused business and everyone in our business has a role to play in bringing our vision to life.
About the role
The Customer Care Team act as the contact point for our customers, supporting and communicating with them through the repair of their vehicle. They are the voice and face of AMI MotorHub for our customers.
The best Customer Care staff are genuinely excited to help customers, they’re patient, empathetic, and passionately communicative. They love to listen, understand then respectfully communicate. Problem-solving comes naturally to customer service representatives, they are confident, calm and know how to support our customers in challenging situations.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Working Hours: 11.00am - 5.30pm.
Activities will include
Onsite
Organising documents ahead of schedule in preparation for customer appointments
Booking, confirming and reminding customers assessment appointments
Warmly, clearly and effectively communicating with customers
Supporting the customer through the assessment and repair of their vehicle
Assisting the Estimator in their estimation of the customers damaged vehicle
Contacting partner organisations to provide services to our customers
Providing the customer with a suitable mobility solution and the supporting paperwork
Being the point of contact for customer questions and concerns
Keeping the customer updated with the status of their vehicle especially if there are repair delays
Inspecting returned hire car condition and completing the required paperwork
Taking customer policy excess payments
Leading customers through our customer survey
Onsite Remote Support
Manage in-boxes daily
Contacting customers to confirm bookings and collections
Loading new bookings
Processing account receivables
Assisting the National Team daily duties
About you
We are seeking candidates that have:
Preferably high school diploma or equivalent- 3 years experience in customer care within the automotive repair or related industry
Proven customer care experience
A current driver’s license
And candidates that are:
Punctual and reliable and available for work during designated operating hours
Able to follow specific work instructions, have a keen eye for detail and pride in workmanship
Able to work in a team environment and have a ‘can-do’ attitude
Patient, empathetic, and passionately communicative
A flexible approach to team work and duties will be required as successful applicant will be expected to assist in other day to day operations of the business
Comfortable multi-tasking and prioritising activities.
Capable phone conversationalists
Confident using IT and cloud based computer systems
Able to demonstrate an understanding of the health and safety requirements of a busy vehicle repair workshop
At AMI MotorHub, we are committed to:
Equal opportunity employment. We don't just accept difference, we embrace and support it
Health and Safety of our workplace. We are committed to a harm free zone and have a zero drug and alcohol tolerance policy
Training, personal development and career progression opportunities
Employee benefits, including 50% insurance discounts and corporate partner discounts