Customer Service Advisor - Letchworth, United Kingdom - European Tyre Enterprise Ltd

European Tyre Enterprise Ltd

Verified Company

Letchworth, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About us

European Tyre Enterprise Limited is an international tyre and automotive service, maintenance and repair business group with annual sales revenues of more than £1 billion across five countries in Europe.

We operate multiple retail brands including Kwik Fit with over 800 centres in the UK and Netherlands as well as Stapletons Tyre Services which sells over 6 million tyres to trade customers in the UK.

Our primary purpose is to keep drivers safe on the road and we achieve this by being the number one choice for our customers, a leading automotive aftermarket employer and an acknowledged innovator in our industry.

We can only accomplish this with great people at the heart of what we do.

In choosing to build your career with us you'll be joining a dynamic and diverse team striving to be the best.

The role
The Customer Care and Experience team is here to support our customer's needs, giving professional advice, assistance, and solutions.

We are also here to deliver a consistent and continually improving customer experience, so we increase customers trust and loyalty to our brands.

The Customer Care Agent is as multi skilled role, delivering an outstanding and first-class Customer Experience.

You will be, handling customer contacts, and troubleshooting problems in a professional and polite manner to ensure effective resolution and customer satisfaction.

As part of the call centre function, the Customer Care Agent will act as the first point of contact for our Fleet, Retail and Mobile Customers.

This role will handle all customer contacts in a professional and efficient manner using the One Stop or Single Case management approach and using 'HEART' to find resolutions, which meet and exceed customer expectations and our service level agreements.

Key accountabilities

Read and fully understand the sections within the Customer Services Operating Procedures and adhere to them on all occasions.
Follow remote working policy, ensuring you have a suitable safe working space at home and remain a professional etiquette and attire as you would if working from an office.
Answering the phones in a professional and friendly way, giving your contact name so customers are clear from the start who they are speaking with.
Follow GDPR policy when communicating verbally and in writing with customers and cross functional departments, if unclear refer to line Manager.
Ensuring that all customer contacts received are managed and resolved using the One Stop, Single Case or Operations managed approach and using 'HEART' whilst meeting and exceeding Customer Service Level Agreements.
Accurately logging, categorising, updating, and closing all customer contacts on Salesforce.
Sending One Stop data back to the Business Improvement Manager.
Assisting Motability customers contacts and completing a warm transfer to relevant departments when required.
Escalating all Red Priority contacts to senior management using relevant escalation processes.
Professional and detailed communication of customer contacts that require Operations Manager support, using the Salesforce to capture a good overview of the customer issues, concerns along with any evidence, this will help the Operations Manager investigate and find a resolution as quickly as possible.
Manage and discuss with relevant Divisional / Operational Management open contact files on a daily basis in line with procedures.
Receive and review closes from Divisional and Operational Management daily and discuss any questionable closes with the Senior Team Manager to ensure Company and brand image is protected.
Keep telephone lines open to receive calls at all times to maintain a low abandoned call ratio and ensuring that correct phone status categories are used at all times for accurate reporting purposes.
Receive and make all calls using correct telephone software to ensure accurate call logging and reporting can be achieved.
Use bespoke Fleet systems to identify which supplier the driver can use and advise accordingly.
Arrange hire cars for Retail, Fleet and Mobile customers.

- _Actively demonstrate 'one team' and 'customer first' culture along with Company values and vision in own role._

Provide regular feedback, any ideas to reduce repeat contacts and complaint trends to assist with the implementation of improvements for the business and our customers.
Provide support and assistance to other agents and internal customers as necessary.

- _Attend and contribute to department meetings where required._