Responsible for but not limited to the delivery of high quality efficient customer care which includes proactive phone calling of motor dealers to discuss data quality issues and general service standards. 

You must have a flexible and professional approach with good problem solving/ troubleshooting abilities.  

Other duties include ensuring all customers have a clear view of the service provided and monitoring and attending to emails and CRM cases/ queries as and when required.

·         To manage phone calls in a professional and courteous manner,
      screening calls, responding to queries, transferring calls to
      appropriate office or individual and taking and passing on
      messages as and when required.
·         Manage a high volume of outbound calls and maintain a rapid
      response rate according to agreed standards
·         To manage email inbox and ensure any correspondence sent out
      is professional and agrees with company policy.
·         To complete any administrative work as and when required.
·         To utilise the company CRM (Salesforce) and keep records of
      all correspondence as required.
·         Upscale where required any complaints and identify and deal with
      via data quality methods any customers at risk of churn.
·         Manage input of cases/ queries for other departments/ staff as
      and when instructed to by your line manager.
·         To attend regular meetings to discuss and improve current
      procedures.
·         To assist with any data quality issues as required.
·         To recognise the importance and benefits of effective team
      working.
·         To assist with handling of team workloads as required
·         Establish and maintain effective working relationships with
      co-workers, supervisors and senior management/ executives.
·         To run and schedule all customer health checks as required.
·         To undertake special projects and tasks as and when required.
·         Maintain regular consistent and professional attendance,
      punctuality,
      personal appearance, and adherence to relevant health & safety
      procedures.
·         Pursue personal development of skills and knowledge necessary
      for the effective performance of the role.

Manage outbound/ inbound phone calls, emails and cases, queries: 

·         Deal with a high volume of outbound calls to customers and their
      representatives.
·         Log information on calls received/ made, where required and
      maintain detailed and accurate records using the company CRM.
·         Communicate and liaise verbally and in writing between
      customers, agencies and relevant staff, and interpret and respond
      clearly and effectively to spoken requests over the phone or in
      person, and to verbal or written instructions
·         Undertake to manage any ‘quick win’ phone calls, emails, or
      cases etc as required according to agreed standards. 

Data entry to online systems: 

·         Undertake and manage changes to dealer stock holding as
      required.
·         Amend dealer details as required.
·         Upscale any changes required as requested. 

Complaints and feedback handling: 

·         Manage the complaint in a professional manner adhering to the
      company complaints procedure as required.
·         Record any feedback/ complaint using the relevant software/
      reporting tool.
·         Follow through and chase up where necessary.

·         Good verbal and written communication skills, and the ability to
      deal with customers and colleagues in a courteous professional
      manner.
·         Ability to quickly and effectively build relationships with
      customers and approach all queries with a ‘can do’ mentality
·         A flexible approach and be prepared to go the ‘extra mile’ for the
      customer
·         Self-motivated and have the ability to organise your workload
·         Ability to keep calm and focused under pressure and have the
      ability to multi task as and when required as the role involves
      dealing with different situations and is extremely fast paced
·         Ability to work with minimal supervision and have the confidence
      to deal with difficult situations and to know when it is appropriate
      to seek guidance from a line manager
·         Proven desire to continually improve your product knowledge and
      customer service skill set.

Essential:

·         Excellent customer service skills
·         Basic overall knowledge of Microsoft office products (Excel,
      Word, Outlook and Internet Explorer). 

Desirable:

·         Experience of the motor industry
·         Good general knowledge and a keen interest in cars
·         Knowledge of the CRM ‘salesforce.com’
·         Previous experience in a similar support role.
·         The ability to manipulate data, data-sets, reports and
      spreadsheets, and perform basic analysis of trends within data.
·         Methodical analytical approach to work, with a good attention to
      detail.