Customer Service Specialist

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 :