Call Centre Manager

Summary of Purpose Serves customers via the phone and other medium by determining requirements: answering enquiries, resolving problems, fulfilling requests, maintaining the databases/systems. Proactively contacts customers at the appropriate time to create and maintain company activity to deliver profitability and high customer satisfaction. Main responsibilities and duties Secure business for the Retailer * Dealing with inbound and outbound service and sales enquiries (both phone & web) * Logging and tracking all leads, ensuring all are followed through * Following up appointments that don't show * Following up lost sales * Contact businesses or private individuals to obtain appointments with the relevant department. * Identify and book any other business opportunities with customers (i.e. warranty checks, recalls etc.) * Ensure that all relevant information for all customers is captured. * Process all bookings and any amendments efficiently and accurately. * Promote the key features of the company experience to all customers. * Carefully and accurately record daily achievements. * Meet daily/weekly target rate of booking calls as set by BDC Team Manager * Liaising with Retail Operator and Departmental Managers * Carries out all work in an efficient, professional and safe manner, to meet customer requirements and maximise BDC and marketing utilisation and productivity. Develop positive customer relations * Aim to deliver complete customer satisfaction and consistently exceed expectations. * Contact businesses or private individuals by phone to ensure they received "complete satisfaction" in all areas of their visit with the Retailer. * Utilise all customer appropriate methods of communication to engage with customers. * Answer calls and handles customer enquiries by telephone clarifying the desired information, researching, locating and providing information whilst identifying overcoming objections * Determines requirements by working with customers * Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions and escalating unsolved problems in the correct manner * Fulfil ls requests by clarifying the desired information, completing requests/transactions and providing customers with relevant product and service information * Sells additional services by recognising opportunities to upsell accounts/services and explain new features * Enter new and update existing customer information into relevant systems accurately and efficiently * Accurately process bookings, appointments, orders, forms and system applications efficiently * Follow up customer calls on a needs basis * Document/record all call information according to standard operating procedures and keeps equipment operational by following procedures and reporting malfunctions * Deliver prepared sales scripts to persuade existing and potential customers to purchase a product or service Works as a full member of the Retailer team * Work with colleagues and teams across the dealership to provide a seamless service to customers * Take an active role in campaigns and strive to achieve/exceed set personal and team targets. * Updates knowledge by participating in educational and training opportunities * Enhances organisations reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value * Communicate effectively with customers and colleagues. Key success criteria * Booking targets/sales * Achieving customer call rate targets * Complete Customer Satisfaction * Team working/relationships across the Retailer and Group * Data entry skills * Telephone skills * Communication skills * Problem solving and persuasiveness/negotiation techniques * Multi-tasking * Interpersonal savvy * Must have previous experience in this position