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Various roles with Volkswagen Group
Leeds (Leeds Valley Park)
We are looking for experienced Customer Relations Advisor’s who can deliver an outstanding customer experience through excellent customer handling, listening, empathy and customer qualification skills. Resolve customer issues on a ‘first time fix’ basis, accurately and with confidence, providing excellent customer service ensuring an appropriate rapport is developed with the customer depending on the nature of their query.
Accountabilities & Activities
•Be empathetic with customer issues and concerns raised, understanding their queries, qualifying their needs and treating them as an individual
•To ensure all inbound and outbound contacts are handled and recorded promptly, efficiently and with the level of detailed required
•To achieve contact handling criteria as defined through customer satisfaction, re-contact rates, speed of answer, volumes, AHT, and any other defined performance KPI’s
•Communicate effectively with colleagues and managers
•Demonstrate pride in ownership and speedy ‘first time fix’, passing on ‘cases’ only where needed and appropriate.
•Maintain high levels of product knowledge across a wide range of subjects, utilising systems, key contacts and numerous databases.
•High level of time management skill in order to ensure that customer promises are met and repeat calls are kept to a minimum. A good level of interpersonal and negotiating skill is required in order to gain customer buy in.
•High levels of resilience – placating irate customers and agreeing next steps confidently
Qualifications, Knowledge & Experience
•Experience of inbound customer management in a customer service environment, utilising conflict management and assertive questioning skills ensuring clarity of the customers initial requirements.
•Strong desire to own and resolve customer’s queries coupled with high levels of association with the Brand they represent.
•GCSE pass in and English Language or equivalent as well as a working knowledge of personal computer applications.
•A keen interest or working knowledge of cars / commercial vehicles/ brand or industry.
Working in a comfortable open plan office environment with hours that range between 8:30am and 7pm Monday to Friday, we provide all of the training & support you'll need in order to deliver a great customer experience.
Please note Capita offers a free shuttle bus service from various points around Leeds city centre to the Leeds Valley Park site.
To apply for this role please complete an online application form and also please send a CV to email@example.com
Unfortunately we are unable to consider applications without both the online application and e-mailed CV.