Marc Daniels are urgently recruiting for a Customer Service Specialist (outbound calls only) to join a well-known automotive company based in Bracknell for an interim period with scope to go permanent for the right candidate.
This role will be right for you if you have a can-do attitude and are eager for experience.
This role features hybrid working, a 35-hour work week and will be suitable for you if you are available immediately or at short notice.
Responsibilities:
* Represent company values and customer experience to each and every customer by resolving complex complaints in a timely, positive way.
* Have excellent communication skills across all channels of customer contact: outbound phone calls, email, letters, and exceptional face-to-face meetings.
* Confidently communicate with dissatisfied customers and clearly set expectations while always keeping promises in re-contacting through exceptional time management and excellent communication skills.
* Gather all necessary information from the customer, dealer network, and internal departments to make commercial, customer-friendly decisions to drive retention.
* Ensure all enquiries are recorded onto the customer tracking system and coded correctly.
* Deal with high-level cases including working with our legal department and Service Quality division to comply with all procedures.
* Proactively identify any process gaps within the team and create relevant countermeasures to ensure they are streamlined and add value to our customer experience.
* Utilise the goodwill budget in a consistent, sensible way to help our customers when there is clear justification.
* Take ownership of escalated, high-cost contacts from the dealer network to ensure all processes are adhered to and a timely resolution is provided to the dealer.
* Able to work independently to make sound business decisions with customers to drive retention and protect the company brand.
Requirements:
* Customer service experience (desirable)
* Experience of escalated queries (very desirable!)
* Excellent team player who works well in a busy environment.
* Self-motivated and capable of making logical decisions using your own initiative.
* Excellent interpersonal, communication, and relationship-building skills with the confidence to communicate with customers, external partners, and peers in an articulate manner.
* Experience of dealing with challenging situations with the ability to stay calm and patient.
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