Customer Relations Assistant
As a Customer Relations Assistant you will be responsible for managing cases through end to end. You will be responsible for ensuring cases are managed through according to defined procedures and that your personal key performance indicators are met.
Customer Relations Assistants work from the client premises in Coventry and handle complaints and enquiry communication to and from customers and dealers in the UK.
You will be expected to respond promptly and efficiently within given targets of volumes, response times and quality measures to all written correspondence and phone calls (both inbound and outbound) received from customers within your region.
In your role you will research, investigate and identify the root cause of the customer enquiry. Using the results of customer cases you will identify non-compliances with the company's policies and procedures and to identify the need for corrective and preventative action to be taken. You will then record all information required in the case management system.
- Exceptional customer service skills
- Proven case management experience, preferably within an automotive environment
- Have excellent communication, planning and organisation skills.
- Be computer literate at intermediate level
- Have strong administrative skills with a keen eye for detail
You will work on the cases escalated to you by the front desk Customer Advisor team or assigned by your Team Manager, with the primary purpose of the ensure you deliver exceptional customer experience to customers.