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Marc 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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