Customer Service Representative

Contact Call handler

Maidenhead

My Client, a popular and well known Commercial vehicle company, are looking to recruit an Inbound Customer Service Representative / Contact Call Handler to join their ever growing business in Bristol.

Aim of the Inbound Customer Service Representative / Breakdown Call Handler:

To work in the Call Centre as the first point of contact, where you will deal with the management of company vehicle breakdowns. This will involve effective management of the following:

·Correlation of all relevant details from the initial breakdown call
·Loading this information in to the bespoke computer system
·The placement of the work with an appropriate repairing of recovery agent
·Tracking the progress of the work while under repair
·Keeping the customer informed at all the key stages of the repair
·Advising all the interested parties when the work has been completed and the vehicle is back on the road
·Making sure that the vehicle is either delivered to the customer or collected by the customer when the work has been completed

Duties of the Inbound Customer Service Representative / Breakdown Call Handler:

·Take breakdown calls from customers, branch managers and drivers etc.
·Determining if the vehicle belongs to you through Genesys
·Record all relevant information taken during the initial call on an ISO breakdown sheet
·Load the breakdown sheet information into the bespoke call logging computer system
·Confirm exact location of breakdown using Map Point System
·Determine the nature of the breakdown and acquire information about the fault
·Determine if the vehicle is in warranty period
·Determine if the vehicle is covered by an R&M contract
·Check on map if there is a depot within 40 miles of the breakdown
·Check the tracker system if there is a fitter close to the breakdown
·If a fitter is unable to attend then it needs to be passed to an independent agent
·Load all details taken on the IOS breakdown sheet into Genesys using the Call Logging system
·Create a work order job as well so that the owning depot can track the job

The ideal Inbound Customer Service Representative / Breakdown Call Handler will be computer literate, have good typing skills, have a call centre background and have experience of working as part of a team in a pressured environment.

Motivation and Experience of the Inbound Customer Service Representative / Breakdown Call Handler:

·Past experience of working in a busy, pressured environment
·Enjoys working to time frames and prefers to be busy
·Likes to see a problem through from start to finish
·Genuine desire to meet / exceed customer / client expectations
·Past experience in the motor industry would be an advantage
·A confident and positive attitude and approach to dealing with customers
·Excellent questioning and listening skills
·Consistent and professional telephone manner
·Experience of dealing with difficult customer service situations
·Able to instantly build and maintain rapport with a range of people

If you would like to join a forward thinking company with great opportunity for progression and growth then please apply for the Inbound Customer Service Representative / Contact Call Handler by contacting Russ at Autoskills UK on 07788318689 or Russell.hawkes@autoskills-uk.com