Customer Service Agent

Job description

About

Exciting new opportunities available in Warrington Town Centre!

Our client, a leading vehicle repairer is looking to recruit an experienced Customer Service Agent to join their dedicated & committed team.

Based at our Warrington contact centre, the Customer Service Agent works closely with Site Managers and Assistant Site Managers to establish the status of each repair, the latest estimated completion date (ECD), parts availability and any actual or potential delays.

The ideal candidate will be required to speak to directly with customers - providing proactive and accurate repair updates to customers whose vehicles are being repaired across a number of sites, providing clear and reassuring updates and recording accurate notes in our systems in line with the best practice guide.

Key responsibilities of the role:

• Hold a structured daily call with each Site Manager or Assistant Site Manager within the allocated sites
• Obtain the latest status of each vehicle repair, estimated completion date, outstanding parts, next repair stage and any actual or potential delayClarify missing or conflicting information before contacting the customer
• Follow up outstanding updates and escalate recurring information gaps to the line manager
• Proactively telephone customers and provide a clear, honest and customer-friendly update on the progress of their vehicle repair
• Make a minimum of 3 telephone call attempts before sending any written communications
• Speak to at least 25 customers each working day and deliver a meaningful update
• Explain technical or production information in straightforward language
• Manage customer expectations professionally and agree when the next update will be provided
• Avoid making commitments that have not been confirmed by the relevant production site
• Record unsuccessful contact attempts and take the appropriate follow-up action
• Ensure follow through on any queries raised by customers
• Record every contact attempt, successful conversation, update, agreed action and next-contact commitment in iImage promptly
• Ensure all notes are factual, concise, accurate and completed in line with the iImage best practice guide
• Maintain records that allow another colleague to understand the current position and continue the case where necessary
• Identify complaints or material dissatisfaction and pass these promptly to the Customer Experience team using the agreed escalation process
• Protect customer and company information in line with data protection requirements and company policies

Previous experience & skills:

• Experience in a customer service, contact centre, service adviser or similar telephone-based role
• Confident and professional telephone manner, with strong listening and questioning skills
• Ability to explain complex or technical information clearly and sensitively
• Strong written accuracy and attention to detail when recording customer notes
• Good organisational and time-management skills, with the ability to prioritise a high-volume daily workload.
• Calm, resilient and solutions-focused when speaking with customers affected by delays or uncertainty
• Comfortable using production, claims or customer relationship management systems and Microsoft Office applications
• High level of discretion when handling personal and commercially sensitive information.
• Previous experience in accident repair, automotive aftersales, insurance, claims or a production environment (desirable)

The working hours 0830 - 1700 Monday to Friday

An immediate start is available after successful interview

To apply, please contact the industrial desk on 01925 629666

The Best Connection is acting as an Employment Business in relation to this vacancy.