Customer Experience Specialist (Automotive)

Location - Dunton, Essex, SS15

Full Time - Permanent (37.5 hours a week on a weekly rolling rota basis)

Hybrid - 2 days office/3 home

Onsite Training - Paid 5 week training induction and IT equipment provided.

Do you understand the need and have a passion for providing first-class Customer Service?

Do you like owning and resolving customers' queries and complaints and being their single point of contact from start to finish?

Does helping others make you smile and give you a sense of satisfaction?

If you’ve answered yes to the above, and have:

A minimum of 2 years’ customer service experience.Single Point of Contact/Case Management experience.Excellent verbal and written communication skills.

this role could be for you!

This hybrid working role requires you to work in a busy and fast-paced inbound call centre based in Dunton, Essex. It offers paid training, excellent benefits, and career progression.

What You'll Be Doing:

As a Customer Experience Specialist, working with our globally recognised provider of high-quality Automotive products and services, you will work with customers and prospective buyers to earn and retain their loyalty, suggesting the best solutions to answer their queries and resolve their concerns. We are dedicated to delivering an exceptional customer experience that starts with you discovering your customer’s needs and using your exceptional customer service, problem-solving, and investigation skills to find the best solution to resolve their concerns.

We welcome candidates from all backgrounds, with experience of delivering an outstanding customer experience with a focus on building relationships through end-to-end customer service.

During a Typical Day, You'll

Demonstrate strong people skills, showing compassion, empathy, and exceptional listening skillsShow strong communication, negotiating, and investigation skillsBe responsible for handling high-volume calls and emails (Inbound & Outbound)Act as a liaison between customer, Sales, Technical Hotline, PD, Warranty support, and dealership by following up to ensure customer satisfaction through effective case managementExhibit strong follow-up and organisational skills, in both verbal and written communicationBe detail-oriented, self-motivated, and comfortable working in a fast-paced environmentHave a passion for building product knowledge and service support

What You Bring to the Role

Demonstrate a high level of trust and integrityExcellent oral and written communication skills, with good command of grammar and punctuationExcellent attention to detail and practices active listening skillsStrong customer service, interpersonal and relationship-building skillsTime management and ability to prioritise projects and customer need as well as working to a scheduleConflict resolution skills - listen to the customerExercise good service and business judgment with the end goal of customer satisfactionResilience

What You Can Expect

22 days Annual leave to start, increases by one day on the anniversary of your start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays. Life Assurance 4 x annual salary.Contributory pension scheme.Private medical Insurance.Comprehensive travel insurance for you and your family in line with scheme rules. Discounted dental scheme.Discounts on new vehicles.Employee Assistance Program (EAP).Free eye test with money towards new prescription glasses.

About Percepta 

Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, you can expect:  

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one

Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges the value of your contributions

Respect – a team that is accountable, dependable, and gives you their full attention

Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

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