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    Customer Experience Advisor - Leeds, United Kingdom - Cox Automotive

    Cox Automotive
    Cox Automotive Leeds, United Kingdom

    3 weeks ago

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    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:

    Reporting to the Customer Experience Team Leader you will provide first point of contact customer service for all customers. This will include responding to customer queries and setting up new customer accounts as well as inbound and outbound telephony and emails ensuring the highest standards of customer services and compliance.

    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:

    • Provide world class customer service, to both external and internal customer, by phone and emails in line with company standards and quality goals.
    • 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 first-time 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

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