About us
At Kwik-Fit we strive in providing the best service possible, keeping our drivers happy and back on the road. This is where you will come in joining our Kwik-Fit family to be part of our integral team. Joining an exciting fast paced environment where you will use your knowledge and skills to help keep our Kwik-Fit centres running smoothly and efficiently, helping us to achieve our overall business goals and objectives.
The role
Reporting to the Customer Contact Team Manager, the Customer Contact Agent is the first point of contact for Kwik Fit customers and is responsible for providing exceptional customer service. The Customer Contact Agent role is a crucial company ambassador as 'the voice of Kwik Fit' striving to create a positive experience for every customer by consistently meeting expectations, helping to facilitate problem solving, alongside ensuring attention to detail. The following part time shift patterns are available:
• Shift hours over 5 days
• Shift hours over 4 days
Key accountabilities
• Handle high volume incoming calls from new and existing customers
• Complete Mobile bookings with accurate information, remaining compliant to any Customer/Account specific instructions for Fleet booking requests, and following all front end vehicle validation and authorisation processes.
• Provide specific product knowledge/technical advice as required ensuring that the customer's needs are fully met with confidence.
• Source correct product items required using business systems and processes in line with Customer requirements
• Recording where Customer demand has not been met
• Maintain high levels of customer awareness and flexibility.
• Report areas of improvement or concern to line manager.
• Work as a conscientious team member.
• Promote a professional image of Kwik Fit at all times.
• Undertake and maintain training as required.
• Reporting to the Customer Contact Manager and Contact Centre Operations Manager when required.
Skills & experience
• Proven track record of good customer relations,
• Call centre experience and or Fast Fit industry/fleet experience is ideal
• Capacity to effectively deal with high volume customer queries
• Exceptional communication with problem-solving skills
• Good keyboard skills.
• Flexible approach to work, demonstrating a 'can do attitude'
• Ability to build trust and resilience to achieve goals
Other
• 34 days pro rata annual leave including bank holidays, increasing with service
• Exclusive discounts at major retailers, restaurants, holidays and much more
• Generous staff discounts for you and your family
• Award-winning training and development, with fantastic career prospects
• Wide range of wellbeing support for you and your family
Job Reference: KF21903