Customer Experience Advisor - Leeds, United Kingdom - Cox Automotive

Cox Automotive

Verified Company

Leeds, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Customer Experience Team are accountable for delivery of Customer Service excellence direct to our customers and various stakeholders (including Sales and Operations across the business) through written and verbal communication whilst ensuring full delivery of contractually agreed service level agreements are met.

Scope of Role:

The role encompasses elements of data entry and the secure handling of customer information in line with the data protection act and business standards.

Objectives for Role:

Complete all administration tasks accurately and in line with process within given timelines.
Work to a daily schedule to ensure all work is completed within agreed SLA's and KPI's using multiple systems.
To accurately create new accounts within agreed SLA's, ensuring compliance with 'know your customer' requirements and securely handle customer information in line with business process to ensure we always remain complaint.
Responsible for being the voice of the customer, highlighting to the Team Leader any business issues/trends.
Live by the Cox Automotive values and Behaviours always.
Build and maintain good working relationships with key stakeholders of the business (including Sales/ Operations teams, etc.) and other areas of Cox Automotive.

Key Tasks of Role:

Handling inbound and outbound calls
Answer complex customer queries
Administrative tasks
Opening/ closing of accounts
Maintaining accurate data for current customers
Data cleansing
Ensure monthly data sheets are accurate and kept up to date
All banking to be completed accurately and within SLA
Upgrade and downgrade accounts
Highlight and escalate any areas of concern to ensure we remain compliant at all times
Profile new customers ensuring they have an excellent onboarding experience

Skills, Knowledge and Experience:

Fantastic customer service skills, positively impacts customer experience/journey and understands the importance of firsttime resolution
Excellent communication skills both verbal and written
Good problem solving skills with the ability to recognise, assess and provide solutions
Excellent attention to detail with ability to input data accurately and to deadlines
Strong organisational skills and able to prioritise effectively
Positive and enthusiastic outlook to contributing to the business and making a difference
Can demonstrate a passion for their own personal development
Competent in all Microsoft Office packages
Engaging and confident with strong interpersonal to motivate and engage key stakeholders
Flexible and able to adapt to change quickly

STRICTLY NO AGENCIES PLEASE:

We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL.

We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's

INDAR
Cox Automotive is the world's largest automotive service organisation. We
provide dependable solutions that improve performance and profitability
throughout the vehicle lifecycle to manufacturers, fleets, and retailers.
Our businesses are organised around our customers' core needs across vehicle
solutions, mobility, remarketing, funding, and retail.