Customer Relations Coordinator

Our international client requires an experienced Customer Relations Coordinator to join their team for a minimum period of 6 months

The role is responsible for managing and resolving difficult customer situations once escalated from the Level 2 team.

Key skills are showing empathy and understanding of the customer situation, and identifying solutions that maintain the customer's confidence in the brand whilst balancing the commercials. 

You will also manage all customer communication for all product Level 3 complaints. This is a non-inbound role giving the time to focus on resolving the case in the best way within the agreed SLAs.

The ideal candidate will have excellent problem-solving skills which facilitate key decision-making on behalf of the department and be great at building relationships with customers, all internal departments, and key stakeholders. In addition, this associate will be the link for the Customer department, the dealer network, and the area field teams.

Main Responsibilities: 

• Represent Client values and customer experience to every customer by resolving complex Level 3 complaints in a timely, positive way.
• Have excellent communication skills across all channels of customer contact: outbound phone calls, email, letters, and exceptional times face-to-face meetings.
• Confidently communicate with dissatisfied customers and set expectations and always keep 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 inquiries are recorded onto the customer tracking system and coded correctly. The information is then used to improve the business for the benefit of the customer and to report to the Senior Management Group and Research and Development.
• 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.
• Utilize the goodwill budget in a consistent, sensible way to help our customers when there is clear justification.
• Process incoming invoices or create Purchase Orders to ensure our suppliers are paid within set timelines.
• Take ownership of escalated, high-cost contacts from the network to ensure all process is adhered to and in a timely resolution.
• Able to work independently to make sound business decisions with customers to drive retention and protect the brand.
• Take responsibility for all requests from the Data Protection Manager on all Subject Action Requests or Data Breaches, ensuring completed within the necessary timeframes.

Required

• Excellent team player who works well in a busy environment.
• Naturally empathetic and customer-centric.
• Self-motivated and capable of making logical decisions using your initiative.
• Flexible and adaptable approach to work, balancing priorities and working to tight deadlines. 
• Confidence to work with internal systems.
• Excellent interpersonal, communication, and relationship-building skills with the confidence to communicate with customers, external partners, and peers articulately.
• Strong attention to detail. 
• Experience in dealing with challenging situations with the ability to stay calm and patient. 

Desirable

• Previous complaint management experience in a Customer environment.