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NextGear Capital UK and Ireland, part of the Cox Automotive Group, is the UK’s leading provider of Stocking Plans for independent and franchise dealers.
NextGear Capital offers Stocking Plans designed to help independent and franchised used vehicle dealers buy, manage, and sell stock. It provides carefully tailored plans connecting stock wholesalers to dealerships, offering simple, cost-effective support across a wide range of vehicle sources.
The Customer Support team is a core part of the business, supporting the customer onboarding process within NextGear along with several administrative tasks that support business growth related to new business.
The team supports the business by producing documentation, checking documents, and updating bank details to ensure an account can go live, providing real-time updates to colleagues within the ASE/Sales team. You will work together to drive growth in this area. In addition to new accounts, you will complete account maintenance tasks to support dealers as they utilize their plan.
The team’s mission is to always provide excellent customer service, along with first-time resolution in all aspects of our role. Our aim is to provide support and education at every opportunity.
Scope of Role:
Reporting to the Customer Service Manager, your key responsibilities will include producing documentation in a timely manner, ensuring documents are accurate and reflect the information provided. You will provide support and education to our dealers, suppliers, and Account Managers to ensure world-class customer service is provided in all instances. A passion for delivering excellent customer service is essential, along with the ability to identify issues and escalate them to ensure there are no delays for our dealers. Accuracy, patience, and great listening skills are key to ensuring our customers feel valued and receive a great customer experience. Additionally, you will support the Customer Success team with aspects of their role, such as answering calls, reviewing invoices, updating vehicles, and replying to emails received.
Objectives for Role:
To provide excellent customer service in all instances, taking ownership for resolving requests first time where possible, tackling complex queries to ensure the customer journey is not impacted, and ensuring our dealers, suppliers, and Account Managers are always supported.
Skills, Knowledge and Experience:
Essential:
1. Experience of working in a fast-paced, customer-focused setting
2. A great attitude towards providing an excellent level of customer service that exceeds customer expectations
3. Great initiative to take ownership of resolving queries first time where possible, taking appropriate actions and prioritizing workload to meet deadlines
4. Experience communicating with internal and external customers
5. Effective communication skills, including verbal, written, numerical, and interpersonal
6. Ability to collaborate with colleagues and conduct tasks effectively, knowing when to seek help, support, and advice
7. Ability to work under pressure
8. Ability to identify information from financial transactions and communicate with customers/suppliers regarding this information
Nice to have:
1. Energetic, positive, and outgoing personality
2. Experience of working as part of a team, understanding a variety of roles and responsibilities appropriate to service needs
3. Knowledge of the automotive industry is advantageous but not essential
4. Previous customer service experience is beneficial but not essential
STRICTLY NO AGENCIES PLEASE
We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL. We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's.
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