Customer Experience Aftercare Executive

Cinch Cars; Hart; On-site; GBP 23,000 - 28,000; Full time

Job summary

A leading online car retailer is seeking a Customer Service Representative to provide exceptional service via email, calls, and live chat. The successful candidate will handle customer queries and enhance satisfaction through effective problem resolution. Ideal for individuals with a strong customer service background and experience in handling financial or sales-related inquiries. This position offers a competitive salary and numerous employee benefits.

Benefits

Employee discount on cinch cars

Access to discounts and cashback through Constellation Hub

Opportunities to win tickets to sponsored events

Company Pension Scheme

Enhanced maternity, paternity, and adoption leave

Access to trained Mental Health First Aiders

Training courses and apprenticeships available

Free flu vaccinations

Qualifications

• Experience in customer services and financial services is desirable.
• A proven track record of achieving and exceeding customer service and productivity KPIs.
• Experience in Conversational Commerce such as LivePerson would be desirable.

Responsibilities

• Handle queries from customers through email, calls, and live chat.
• Look for ways to improve customer satisfaction by managing needs.
• Build trust with customers by resolving issues efficiently.

Skills

Customer service excellence

Experience in Zendesk product solutions

Proven ability to build strong working relationships

Experience in sales through service

Job description

Salary: Up to£28,000 plus up to 10% discretionary bonus

Location:Hook

Shifts:Monday – Friday and every other Saturday but you will get this day back in the week – Alternating shifts: 8:00-16:15 or 9:45-18:00.

We're cinch. Our mission is simple – remove the faff from buying and owning cars, giving customers more choice, with more ease. We’re putting drivers first and we’ve ripped up the rule book to make sure that happens.

We’re a customer-first business with huge ambition. Already the UK’s largest online used car retailer, we’re expanding our customer offering with an exciting roadmap of online and physical retail solutions.

For customers who want to try before they buy, cinch Stores offer a faff-free environment to test drive, buy and drive away a cinch car on the same day.

Visitors to our stores can also choose from over 7,000 cars available on our website and app – the same choice as customers browsing and buying online from home. Customers can have their car delivered to their home, or pick it up from a local collection centre or in-store.

Oh, and did we mention that all our cars come with a 14-day money back guarantee and a free 90-day warranty?

cinch is part of the Constellation Automotive Group, the UK and Europe’s largest market-leading integrated digital car marketplace.

That means we’re part of a family including WeBuyAnyCar.com, BCA and Marshall Motor Group. We like to keep good company.

Role Accountabilities:

• The role holder will have a passion for providing excellent service to Customers and be able to demonstrate and be proud of their success stories
• Your core responsibility will be handling queries from our customers through email, calls and live chat. This will be both outbound and inbound contact.
• You will be looking for ways to improve customer satisfaction by proactively managing Customer needs and highlighting opportunities for development.
• The role holder will be responsible of building trust with the customer by solving their problems quickly and efficiently. Influence and own the issue to ensure successful resolution whilst adhering to company guidelines.
• The role holder will take a customer obsessed approach through every interaction ensuring the Customer gets a true understanding of the purpose of cinch.

Knowledge and Experience:

• Experience in Zendesk product solutions would be desirable.
• Proven track record of achieving and exceeding customer service and productivity KPIs.
• Experience in Conversational Commerce such as LivePerson would be desirable.
• Experience in both customer services & financial services would be desirable.
• Proven ability to building strong working relationships.
• Experience in sales through service would be desirable.

Personal Characteristics

• Customer obsessed, determined to deliver a world class service
• Calm, engaging but assertive personality to deliver a resolution
• Excellent attention to detail
• Confident in leading through ambiguity in a fast-paced environment

Why cinch

• Employee discount on cinch cars
• Access to Constellation Hub offering discounts, cash-back and top-up cards
• Opportunities to win tickets to cinch sponsored sport and music events
• Company Pension Scheme
• An Employee Assistance Programme
• Enhanced maternity, paternity, and adoption leave
• Access to trained Mental Health First Aiders
• Training courses and apprenticeships available
• Free flu vaccinations

If you're looking for a career path that has great teamwork, training, rewards, long-term scope and is going places – apply now!

We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible. Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.

Thank you for your interest in working for us. Unfortunately, due to the volume of responses we cannot reply to every applicant, if you haven't heard from us in two weeks please assume you have been unsuccessful.

INDLP