Overview
We have an exciting opportunity for a number of Customer Support Specialists to join our friendly Manchester based Sales team. You may think a love of cars is a must to work at Autotrader, but it's not. A passion to deliver exceptional customer service is what we look for.
As a Customer Support Specialist, you will be the first point of contact for both our automotive retail customers (B2B) and internal stakeholders. Every customer is unique, having their own goals, business models, challenges and targets. You'll bring curiosity, resilience and empathy to truly understand each customer's needs. By using effective questioning, active listening, and confident objection handling, you'll deliver an outstanding customer experience every time. By understanding customers current and future needs, you'll help them to achieve their goals, identify opportunities for growth, and proactively address potential risks.
Queries will range from billing queries to new product requests. You will communicate with customers through calls (inbound and outbound) and emails. You will also support internal customers such as our Account Managers to provide a great service to their customers. It isn't just about answering queries. You will apply root-cause analysis to improve processes, educate customers, and influence digital change in the automotive industry. Where first-time resolution is not possible, you will take ownership by working with internal colleagues to problem solve. We encourage progression at Autotrader, whether that is advancing within this role or transitioning to an Account Executive position, as many have done before, and we will support you in working towards your career goals.
You can learn more about why our Customer Support Specialists enjoy their role here.
Responsibilities
* Deliver exceptional customer service to external customers and handle complex queries empathetically.
* Conduct inbound and outbound conversations and communicate effectively over email.
* Question and listen to understand customer needs and recognise potential commercial opportunities and/or risks.
* Achieve KPIs and deliver positive results within agreed SLAs.
* Multitask and manage conflicting priorities in a busy, fast-paced environment.
* Provide root-cause analysis to improve processes and educate customers; collaborate to drive digital change.
* Take ownership when first-time resolution is not possible and work with internal colleagues to problem-solve.
Qualifications
* Experience delivering exceptional customer service with external customers and handling complex queries empathetically.
* Demonstrable experience handling both inbound and outbound customer interactions and communicating with customers over email.
* Excellent communication skills with the ability to question and listen to understand customer needs and recognise potential opportunities or risks.
* Experience achieving KPIs and/or delivering positive results within agreed SLAs.
* Ability to multitask and manage conflicting priorities in a busy, fast-paced commercial environment.
Benefits and Working Model
* Salary of £25,000 - £28,000, plus 10% of your salary in shares each year (vesting over three years).
* 28 days holiday per year, plus bank holidays and half-day closures on Christmas and New Year’s Eve.
* Pension scheme with 7% employer contributions and 5% employee contributions.
* Private medical cover, enhanced family leave provisions, car salary sacrifice scheme, share-save options, and more.
* 24/7 online GP and dentist access, plus specialist support for assisted fertility, gender dysphoria, menopause, period care plans and more.
* Hybrid working model (Connected Working) with two fixed weekly office days and one additional day of your choice; remote-first periods in summer and winter.
About Autotrader
We’re the UK's leading automotive marketplace, a heritage brand, and a tech darling of the stock market. We bring together vehicle buyers and sellers to give them real choices. Cars are what we’re best known for, but we’re also the place for everything else on wheels.
In the automotive world, change is a constant. We take our job of untangling the complex car-buying journey very seriously. At our core, we’re all about people. We value diversity, celebrate differences, and work better together. Autotrader is a beautiful, surprising and vibrant place to work. We might not be for everyone, but we could be perfect for you.
Application
During our application process, you will be asked three questions to help us learn more about you, your skills and how you align with our values. These will be used as part of our selection criteria to determine if we progress your application further. As you will be the voice of Autotrader, it is crucial that you have an engaging communication style, are great at building relationships with customers, and are passionate about offering first-class experiences.
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