French Dealer Assistance Consultant
Based in Peterlee, County Durham
Salary £17,500

Must be fluent in French.

This role is responsible for answering dealer enquiries with regard to parts and accessories (P&A), warranty and vehicle off road (VOR) and Electronic Parts Cataloguing (EPC) enquiries from dealerships and service partners.

The DAC Agent uses the information provided by dealers, predetermined procedures and systems, and his/her own experience, to resolve such contacts from dealers.

The role is intended to ensure the accurate and timely handling of such contacts from dealers and thereby increasing customer satisfaction, both with the dealerships and their customers.

Main responsibilities include:

Handles dealer contacts, including incoming telephone calls, emails and faxes.
Delivers service excellence by efficiently problem-solving and reacting to dealer situations in a professional, polite and clear manner.
Understands and applies GME brand policies and empowerment to resolve dealer requests.
Accurately logs all dealer contacts and follows up on cases all relevant databases and systems.
Where necessary liaises with GME business partners internally and externally to develop case resolutions and action plans.
Evaluates need for case escalation and forwards problem cases according to defined processes.
Contacts internal specialists to obtain clarification or detail for responding to some cases / dealership requests.
Reads and researches relevant materials and resources to stay current with all relevant procedures.
Attends team and other meetings for review of issues, assignments, regular discussion.
Performs other related duties, as assigned.

1.1 Professional Skills

Educational standard should be GSCE level or local equivalent.
Automotive knowledge, understanding or demonstrated interest in the industry.
Demonstrated ability or aptitude to understand and articulate automotive issues and terminology.
Automotive dealership or similar experience, preferably in parts, warranty or service departments.
Fluent at business level in the language of the country/countries supported (both verbal and writing skills).
Ability to use and understand English as a second language for systems, performance evaluation and training purposes only.

1.2 Technical Skills

Ability to operate a Desktop Computer System and possess a familiarity of Operating Systems (Windows 98/2000/NT/XP)
Knowledge of Microsoft Word, Excel, PowerPoint and Access applications
Familiarity with navigating internet/intranet using Internet Explorer
Demonstrated ability in using communication applications such as e-mail/telephony equipment.
Ability to learn and manage proprietary and bespoke applications in support of enquiry handling
Full driving licence required for potential product familiarisation and site visit purposes

1.3 Soft Skills

Customer Service Excellence - Enjoys direct contact with dealers by telephone and understanding their needs, displays diplomacy, is polite, remains calm, listens and apologises where necessary, always portrays a professional and positive image to the dealers.
Communications Spoken / Written - Able to clearly present information through the spoken and written word. Ability to teach/influence others through oral and written presentations. Ability to listen well.
Results Driven - Ability to work under pressure, learns quickly in a changing environment. Sets priorities and effectively manages workload. Takes initiative, makes decisions and displays a sense of urgency and commitment. Achieves goals regardless of barriers or obstacles. Flexible and persistent.
Team Player - Helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards.
Motivation - Demonstrates a positive attitude, professionalism, initiative, enthusiasm and flexibility in performing daily job functions as well as with regard to work schedules and shift patterns.