Customer Advisor

OTE

Overview

Location: Office-based, Mercedes-Benz of WorcesterDepartment: Customer Contact Centres / Customer EngagementSalary: £22,000 Basic with a £30,000 OTEHours: Full-time on a rota basis covering 40 hours per week.

 

About the RoleWe’re seeking dedicated and enthusiastic Customer Advisors to join our Mercedes-Benz contact centre team at Lookers. In this role, you’ll work closely with our customers, dealership aftersales teams to drive inbound and outbound bookings, sell service plans, and ensure a superior customer experience that reflects the prestige of the Mercedes-Benz brand.

 

Key Responsibilities

• Manage and book service, MOT, and maintenance appointments.
• Engage with customers 3 years plus to retain and build long-term relationships through service plan sales.
• Respond to all enquiries—phone, email, and live chat—in a friendly, efficient, and professional manner.
• Utilise Lookers technologies to enhance efficiency and consistently deliver a high-quality customer experience.

Skills & Competencies

• Excellent communication skills and a proactive, customer-focused attitude.
• Ability to work effectively as part of a team and meet performance targets.
• Strong time management and organisational skills, with attention to detail.
• Awareness of industry standards, data protection regulations, and compliance requirements.

Performance Measures

• Achieve targets for bookings, service plans, and call quality.
• Maintain high levels of customer satisfaction and meet or exceed manufacturer and brand SLAs.
• Consistently adhere to response times: one hour for emails, 30 seconds for live chat, and an answer rate of 95% or above on phone calls.

Why Join Us?

• Competitive salary with potential for additional earnings based on performance.
• Opportunities for professional development and brand training.
• A supportive and inclusive work environment, where every team member is valued and empowered.

Our contact centres operate 8am - 6pm Monday to Friday & Saturday 9am - 1pm . Shifts are on a rota basis and subject to review with one month’s notice for any changes.

If you’re passionate about customer service and excited to represent the Mercedes-Benz brand, apply today to join our team!