The Story Behind the Role

How does this role directly contribute to the overall customer experience and satisfaction at Autohaus Bäckmann, and what opportunities are there to build lasting relationships with clients?

You know, working here, it's not just about processing appointments or handing out keys. Our customers are the heart of Bäckmann. In this role, you're often the first and last face they see. You're the one who eases their concerns, clarifies complex repairs, and ensures they drive away happy. The best part? When a customer specifically asks for you because they trust your advice and appreciate your service. That's when you truly feel the impact of building those lasting relationships, knowing you've made a difference for them and reinforced our reputation for excellent service.

Given the company's long history and focus on future-oriented thinking, what kind of professional development and team collaboration can a new member expect within the workshop team?

Coming into our workshop team, you're not just thrown into the deep end. We pride ourselves on comprehensive onboarding, ensuring you get up to speed with our specific processes and customer expectations. Beyond that, regular training isn't just a perk; it's a commitment to keeping our team at the forefront of automotive service, especially with Mazda and Suzuki technologies. We’re a motivated and close-knit group of 25, and there's a real sense of camaraderie. We lean on each other, share knowledge, and celebrate our successes, knowing that our collective effort directly contributes to maintaining our reputation in Cologne.

What would you say is the most common challenge in this customer service role, and how does the team typically approach overcoming it to maintain high customer satisfaction?

One common challenge, as with any customer-facing role, is managing expectations, especially when unexpected issues arise with a vehicle or when parts are delayed. It requires a lot of empathy, clear communication, and quick thinking. Our approach is always to be proactive and transparent. If there's a delay, we communicate it immediately, explain the situation, and offer solutions or alternatives where possible. The team supports each other by sharing best practices for difficult conversations, and our collective goal is to always find a way to make the customer feel heard and valued, even when things don't go perfectly.

Description

Autohaus Bäckmann has been a competent automotive dealer in the Cologne region for over 45 years, specializing in Mazda mobility and serving as a Suzuki service partner. Our team of 25 employees is passionate, future-oriented, and always acts with both employee and customer satisfaction in mind. We are looking for a dedicated individual to support our workshop team at our Cologne location, ensuring excellent customer service and smooth operational flow.

What You'll Do

Welcome and attend to our customers in the service area.
Schedule and coordinate appointments for repairs and maintenance.
Prepare accurate cost estimates for services and repairs.
Ensure high levels of customer satisfaction throughout the service process.

What You'll Need

Completed commercial or technical training is desirable.
Proven experience in customer service, ideally within a car dealership environment.
Good knowledge of common IT software and systems relevant to customer service.
A high degree of customer orientation and service awareness is essential.
Strong team player with excellent communication skills and organizational talent.
Possess a valid Class B driver's license.

Serviceassistent/in (m/d/w) für Autohaus gesucht in Köln