The Star Assistant is the first point of contact within the dealership, for visitors and customers and ensures the highest level of customer service is provided. This job is responsible to greet customers, determine their needs, and personally transfer the customer to the responsible Sales/Service representative at the dealership. As such, the Star Assistant has a significant impact on customer satisfaction, as well as the atmosphere in the Sales/Service area.
KEY DUTIES AND RESPONSIBILITIES
1. Service Reception
- Support colleagues responsible for the Sales, Service, and back-office departments in all customer-contact and support processes which includes organisational and administrative tasks.
- Control service-relevant customer queries and ensure, by means of direct forwarding to the responsible contact person, that these customer queries are processed professionally.
- Receive customer requests, direct customers to the required colleagues and offer alternative, substitute services for customers without appointments.
- Actively offer and introduce the service differentiation options for customers without appointments (if these are offered in the dealership).
- Receive and document customer data by using the dealership Dealer Management System (DMS) or databases for customers without appointments.
- Check, update and, where necessary create new customer information and vehicle-related data in the internal DMS.
- Check the credit rating, the commitment related to, and preparation of the order-relevant documents with personal registration of customers without appointment.
- Check for pending service measures and unfinished work for chance customers.
- Check and document data privacy statements from the customer and advising or explaining all necessary information on the data privacy statement.
- Coordinate all necessary documents and discuss these documents with the customer. • Receive vehicle keys and vehicle documents from the customer.
- Read out the information from the vehicle key using the Xentry Key Reader and transferring that data to the Xentry portal.
- Offer active reception with explanation of the benefits.
- Check the capacity of the Certified Service Advisors and assigning them any customers that arrive without appointments. Walk the customer over or direct them to the waiting area.
2. Preparation of Service Reception
- When customers arrive without an appointment, support the Certified Service Advisor with the filing or a preliminary order or a workshop order as well as to update the vehicle and customer database. This involves opening a preliminary order or a workshop, checking and updating the vehicle and customer history details.
- Check the completeness of all order-relevant documents and handover to the responsible Certified Service Advisor.
3. Vehicle Handover
- Create the invoice for customers (if organisationally applied in this way).
- Receive the invoice payment (if organisationally applied in this way).
- Direct vehicle delivery to the customer in the event the Certified Service Advisor is unavailable.
- Conduct administration process on the return of replacement vehicles and invoicing of mobility services (if organisationally applied in this way).
POSITION REQUIREMENTS
WORK EXPERIENCE
- Experience with German Premium Brands (Mercedes-Benz, Audi, BMW, Porsche) strongly preferred.
EDUCATIONAL QUALIFICATION
SKILLS / BEHAVIOR ATTRIBUTES
- Knowledge of Mercedes-Benz products, technologies, and sales processes is beneficial.
- Excellent interpersonal and communication skills.
- Flexible approach to work and able to adapt and thrive in a changing environment.
- MS-Office Skills. • Excellent English language skills (written and spoken).
