Posted: 17 November
Offer description
Job Description:
As a Customer Support Liaison at TLP Consultancy Ltd, you will play a crucial role in delivering exceptional customer experiences and ensuring the highest standards of support to our clients.
About the Role:
The ideal candidate will have excellent communication skills, be able to work independently, and demonstrate a customer-centric approach. You will be responsible for interviewing customers via CATI (Computer Assisted Telephone Interviewing), escalating and resolving customer queries, and representing the brand with high standards.
Key Responsibilities:
* Interview customers over the telephone and input their answers into the Medallia platform.
* Collaborate with internal colleagues and partners to resolve customer feedback issues.
* Demonstrate excellent customer skills to deliver memorable conversations.
* Identify problems and instigate resolutions by 'owning' the issue and escalating as appropriate.
* Ensure company systems accurately reflect customer communications.
* Produce high-quality customer communication with the right brand tone.
* Meet/exceed individual and team targets, work independently, and deliver results within a timely manner.
* Represent the Lexus brand in delivering its brand values.
* Work with the Consumer One Voice of the Customer team to capture and share customer feedback.
* Provide support to Customer Service Advisors as needed.
Requirements:
* Able to build and maintain relationships.
* Excellent verbal and written communication skills.
* Confident customer-centric approach.
* Self-motivated with good time management.
* PC literate.
* Able to work in a pressurised environment.
* Flexible attitude to work.
* Common sense and open-minded approach.
Desirable Skills:
* Previous call centre experience.
* Automotive knowledge.
* Experience interviewing customers via CATI.
Benefits:
This role offers a competitive salary of £26,500 per annum, plus a range of benefits including a generous bonus scheme, pension plan, car scheme, birthday voucher, cycle scheme, holiday purchase scheme, gym membership, subsidised café and canteen, and 25 days holiday + bank holidays.
About Us:
TLP Consultancy Ltd is committed to providing vital support to customers and the dealer network. We are looking for a highly motivated and customer-focused individual to join our team as a Customer Support Liaison.
