B2B Service Advisor

Michael Debono Ltd in Malta is currently looking to recruit a B2B Service Advisor to join their team on a full-time basis.

Overview:
We seek a dedicated B2B Service Advisor to join our dynamic team at Michael Debono Ltd. This role is important for managing post-sale corporate and B2B client accounts to ensure a seamless and efficient service experience. The ideal candidate will act as a liaison between B2B clients and our internal departments ensuring all client needs are met promptly and efficiently.

The Position:

• Serve as the primary point of contact for corporate and B2B clients regarding vehicle servicing and repairs
• Regularly engage with client contact persons to schedule and remind them of upcoming service needs based on vehicle service history and usage patterns
• Handle all client communications and follow-ups effectively, ensuring clarity and client satisfaction
• Greet clients and process service requests as per job cards
• Check in vehicles in the system, manage keys and coordinate with the workshop supervisor to ensure timely service execution
• Proactively call B2B customers to book services based on requests received through the servicing mailbox and reminders set within the system
• Upsell appropriate service plans and additional services such as vehicle health checks to enhance client satisfaction and dealership revenue
• Process payments and handle financial transactions related to services rendered
• Oversee the checkout of vehicles through the system once services are completed
• Ensure detailed explanations of repairs and services are communicated to clients when vehicles are collected
• Manage and resolve any B2B client complaints or issues, escalating them to the relevant departments when necessary
• Monitor performance metrics to track service delivery and client satisfaction
• Analyze service trends and client feedback to recommend improvements in processes and service offerings
• Assist in rebooking appointments and managing cancellations efficiently
• Carry out additional duties as instructed by supervisors to support departmental and organizational goals.

The Requirements:

• Minimum 2 years experience in customer service or account management, preferably in the automotive industry
• Strong organizational and multitasking skills
• Excellent communication and interpersonal skills
• Proficient in using automotive CRM
• Ability to work independently and as part of a team
• Commitment to providing high-quality service and maintaining professional relationships with corporate clients.

What We Offer:

• Competitive remuneration package
• Health Insurance
• Employee referral scheme
• Weekly breakfast
• Monthly treats
• Employee discounts.