Job Description
MAIN PURPOSE OF JOB:
“Creating fans and connecting our customers for the future”
BACKGROUND / THE ROLE
Within the latest technologies that enhance modern day Audi vehicles, our cars communicate directly and electronically with our Audi businesses advising when routine service work or other repairs are required. Mobile phone apps also link directly to the vehicle entertainment systems allowing route guidance to be planned, fuel range, engine oil levels to be monitored plus many other features and benefits to enhance the customer experience.
To provide expertise as the My Audi and Data Plug connectivity specialist, as the Audi Connectivity Genius to successfully assist our customers and colleagues in connecting their Audi vehicles to mobile devices, using the Audi Connect and MyAudi applications whilst also explaining the features and benefits of these applications. To provide support to internal colleagues and retail customers equally. To develop skills that will allow specialism in all aspects of the mobile phone to modern-day vehicle connectivity and functionality.
To deal with all customer enquiries relating to “connecting” customer’s cars in an efficient and professional manner. To carry out certain administration and marketing duties.
To represent Caffyns in a professional manner at all times.
1) MAIN WORKING RELATIONSHIPS:
1.1 Responsible to:
Head of Business
1.2 Relationships with:
General Sales Manager (GSM)
Aftersales Manager (ASM)
Used Car Manager (UCM)
Sales Executives
Service Advisors
2) OBJECTIVES AND KEY TASKS:
Welcome customers and establish their connectivity needs, complete the connection themselves or assist the relevant Sales Executive / Service Advisor to do so. Ensure a plan is in place for each day’s customer throughputs and appointment times to allow for as many conversions to Audi Connect as possible.
Ensure all customers are well attended to and assist them when appropriate.
Maintain an up to the moment comprehensive knowledge of the Audi Connect products and programs in order to answer enquiries from the customer.
Proactively interact and enhance the customer experience through My Audi connectivity.
Demonstrate the functionality of the My Audi app and vehicle MMI connection.
Provide fluent and professional guidance to internal and external customers.
Ensure best in class customer service is provided at all times.
Proactively contact our retail customers by email, telephone, or message, recommending the benefits of My Audi.
Provide weekly uptake reports directly to the centre Head of Business.
Attend offsite training provided by Audi UK as necessary.
Maintain safe working practices and abide by the Caffyns Audi MA standards at all times.
To monitor showroom and service reception POS in relation to Connect, ensure ipads are up to date and are fully charged (where applicable).
Generate customer appointments through prospecting activities via the weekly Connect report, liaising with GSM, ASM and UCM as appropriate.
Provide additional support to the sales team during out of hours marketing events.
3) OTHER DUTIES:
Offer refreshments and keep visitors up to date if there is a delay in attending to them.
Ensure that good relations are kept with all visitors to site.
Take service bookings during downtime.
Communicate the needs of customers clearly to the Sales Executive or Service Advisor involved.
To ensure that all administration tasks are completed accurately and properly.
Comply with and distribute any new legislation or circulars supplied by Audi or Caffyns Head Office.
Clean desk policy
6) KEY COMPETENCIES MUST BE ABLE TO:
6.1 Customer Focus:
Be aware of, and understand, customer requirements and how they can be met using the Caffyns Audi standards.
6.2 Relationship Building:
Develop relationships and interact with all types of customers and all levels of staff.
6.3 Brand Awareness:
Maintain own knowledge of Audi and its products.
6.4 Computer and Systems literacy:
Effectively uses relevant systems to ensure efficient and appropriate use of all electronic communication.
6.5 Data Analysis:
Take information and analyse it for accuracy and completeness, with particular focus on brand reporting regarding Audi Connect performance.
7) CONFIDENTIALITY:
All information relating to customers and the business is to be treated confidentially in line with Company procedures.
8) HEALTH AND SAFETY:
Caffyns has an obligation under the Health and Safety at work act 1974 to provide safe and healthy working conditions. All employees are required to co-operate with management in discharging this responsibility and must take responsible care for the health and safety of themselves and others.
9) TERMS AND CONDITIONS OF EMPLOYMENT:
Other terms and conditions are as reflected in the contract of employment and company policies and procedures as amended from time to time and as governed by statute.
(A job description is a written statement of essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.)
Audi Connectivity Genius - Person Specification
Audi Connectivity Genius
Brighton / Eastbourne / Worthing Audi
QUALIFICATIONS
Essential
GCSE grade C or above in English or equivalent
Desirable
NVQ/SVQ levels 2 and 3 in Customer Service
SKILLS REQUIRED
Essential
Familiarity with the use of Apps and how they operate on IOS/Android products
Current full clean driving licence
The ability to work efficiently with the public
Good telephone manner
Able to convey information clearly & succinctly whether verbal or written
Able to establish effective working relationships with varied personnel
Able to work independently demonstrating initiative and pro-activity
Able to demonstrate sensitivity, diplomacy and tact
Able to persuade negotiate and influence others
Basic administration skills
Basic IT skills
Desirable
Competent with Microsoft Excel and Word
PERSONAL ATTRIBUTES
Essential
Have a smart appearance
Excellent telephone manner
Confident manner with customers
Able to maintain confidentiality
Ability to sometimes deal with difficult, impatient or distressed people
Efficient and well organised
Interested in the work of the organisation
Job Types: Full-time, Permanent
Supplemental pay types:
Work Location: One location
Application deadline: 02/04/2023
Reference ID: DY10-171
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