Contact Centre Agent

About the role

We are looking for a motivated Contact Centre Agent to join the Customer Experience Centre at our flagship Mercedes‑Benz dealership in Stockport. This full‑time, office‑based position involves handling inbound and outbound telephone and online enquiries, ensuring a high‑quality brand experience for our customers.

Key responsibilities

• Answer and manage all telephone and online enquiries, representing the brand and meeting customer expectations.
• Achieve individual and team KPIs, including service level targets for online enquiries.
• Maximise workshop capacity by processing central service bookings and conducting inbound/outbound prospecting.
• Record all customer interactions accurately to support ongoing relationship management.
• Identify and upsell designated products such as Service Care where appropriate.
• Follow all company policies and procedures.

Required profile

• Previous experience in customer service or service booking/reception.
• Strong desire to succeed and excellent sales aptitude.
• Proficient with PC applications and capable of problem solving.
• Ability to build rapport with customers and work under pressure in a busy call‑centre environment.

Required skills

• PC literacy.

What we offer

• Competitive salary £27,010 plus OTE bonus.
• Mercedes‑Benz training and leadership programmes.
• Refer‑a‑friend scheme (up to £1,000).
• Funded ongoing training and development.
• Platinum Plus Rewards, colleague car purchase scheme, eye‑care vouchers.
• Life assurance (4× annual salary), 31‑38 days holiday, wellbeing support, company pension and on‑site gym.