1. Role

   Various roles with Volkswagen Group

2. Shifts

   Full Time

3. Contract

   All contract types

4. Location

   Leeds (Leeds Valley Park)

5. Salary

   £14,901.12

6. Hours

   37.5 hours per week

7. Job Ref

   CEALVP-14

Job description

We are looking for experienced Customer Enquiry Advisor’s who will receive inbound calls from customers relating to sales enquiries and response to marketing campaigns and advertisements handling direct marketing enquiries.

A key part of the role is to 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
•Proactively upsell and promote the relevant Brands products and services with specific reference to ensuring we offer test drives and brochures to support specific marketing actions including the facilitation of Fleet introductions.
•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
• Create an energetic and exciting experience for customers at first point of contact with the brand, matching their interest and passion.
•Maintain high levels of product knowledge across a wide range of subjects, utilising systems, key contacts and numerous databases.
• Maintain an up to date knowledge of relevant brand, product, marketing and procedures relevant to customer enquiries.
•Represent the brand and its products and services in a positive manner in order to generate ‘warm’ leads for retailer sales



Qualifications, Knowledge & Experience
•Experience of inbound / outbound call management in a customer service environment, coupled with strong questioning / qualification skills ensuring clarity of the customer’s initial requirements.

•An engaging personality that builds rapport quickly with customers and is excited by customer interaction, sales lead generation and has a genuine passion for cars and the brand.

•An interest or working knowledge of cars / commercial vehicles.


Desirable
•A keen interest or working knowledge of cars / commercial vehicles/ brand or industry.

Environment
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 Samantha.wood@capita.co.uk

Unfortunately we are unable to consider applications without both the online application and e-mailed CV.

Client description

Working for our client - Volkswagen Group (which incorporates the well-known vehicle brands of Volkswagen cars, Volkswagen Commercial Vehicles, Audi, SEAT & Skoda).

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