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SalaryMarc 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 very hybrid working , 35 hour work week and will be right 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 times face to face meetings.
- Confidently communicate with dissatisfied customers and clearly 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 in order 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 in order 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 for escalated, high-cost contacts from dealer network to ensure all process is adhered to and a timely resolution to the dealer.
- Able to work independently to make sound business decisions with customers in order to drive retention and protect the company brand.
Requirements:
- Customer service experience (desirable)
- Experience of escalated queries (very desirable!)
- Excellent team player that works well in a busy environment.
- Self-motivated and capable to make 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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