Overview
Car Hire and DSR Intern Jobs in Dartford, England, United Kingdom at Mazda UK
Title: Car Hire and DSR Intern
Company: Mazda UK
Location: Dartford, England, United Kingdom
JOB PURPOSE
Responsible for assisting the Customer Operations Management team in all tasks relating to Car Hire and Digital Service Record (DSR) via Phone and/or email as required.
JOB SPECIFIC RESPONSIBILITIES
- Act as Tier1 Dealer helpdesk resource for DSR (Digital Service Record) Queries and field other queries to the relevant resource
- Be the dedicated resource for IMT (a non-Mazda garage) in relation to DSR support.
- Update DSR with new or amended service records as advised of
- Approve as required Car Hire Extensions for dealers using Mazda’s decision tree, escalate as required for non-compliance.
- Collate regular Car Hire billing reports to ensure accurate financial control of car hire costs and regular payments to third party providers (when required).
- Attend weekly car hire meetings (when required) and present to the Recall and Technical Support Manager all current open cases with intended plan of action to resolve each case in a timely manner.
- Complete other ad-hoc Customer Relation/Technical Admin functions as required
- Collate concerns regarding parts availability to Recall and Technical Support Team Manager /Parts & Accessories Sales manager to be highlighted in the weekly manager meetings.
- Maintain accurate data compliance within Mazda’s CRM and Third Party customer systems and ensure the current contact permissions are correct following a customer related contact.
- Cultivate strong relationships with dealer partners to resolve customer concerns and where required work closely with the Mazda fields teams and other internal stakeholders.
- Continually contribute in team meetings on common issues and potential solutions to support the customer service journey and where a product malfunctions.
- Work additional hours from time to time as requested.
- Create and amend customer cases within Siebel.
- Assist the team in moving cases forward by calling dealers and third party car hire providers when required
- Follow in-house processes to complete My Mazda requests/updates where necessary
- Coordinate car hire extensions by following and adhering to the car hire decision tree process.
- Complete the morning car hire report
- Support and complete car hire billing process as required
- Maintain accurate data compliance within Mazda’s CRM and Third Party customer systems and ensure the current contact permissions are correct following a customer contact.
- Work additional hours from time to time as requested.
EDUCATION & EXPERIENCE
Educational level:
- Graduate preferred or equivalent experience.
Experience (area & duration):
- Call and email handling experience essential.
- Proven administrative and organisation skills essential.
- Experience of project planning and/or events desirable.
- Effective presentation skills preferred.
- An understanding of the Dealer world desirable.
Technical Skills / Specific Knowledge:
- Previous experience/knowledge of working within a ‘customer first’ culture is desirable.
- An ability to collaborate with other team members to deliver on tasks whilst developing knowledge, experience and skills for the future
Languages:
- Fluent English, both verbal and written.
PC/Software:
- Outlook, Word, Excel and PowerPoint at intermediate or advanced level.
Competency Level:
- Standard Behaviour for 6 Core Competencies.
- Challenger spirit.
- Puts the customer first.
- Demonstrates commitment and passion.
- Drives for results.
- Collaborates for success.
- Acts with integrity.
Other:
- Full UK Driving Licence is preferred but not essential.
- Able and eligible to work in Dartford, UK. On average per week, three days working in the Dartford office with two days home/ remote working are expected.
