Customer Experience Specialist (Automotive)

Percepta LLC; Basildon; Hybrid; GBP 22,000 - 32,000; Full time

Job summary

Join a forward-thinking company as a Customer Experience Specialist, where your passion for exceptional customer service will shine. In this hybrid role, you'll engage with customers, addressing their needs and resolving queries in a fast-paced environment. With a strong focus on communication and problem-solving, you'll play a vital role in ensuring customer loyalty and satisfaction. Enjoy a supportive team culture, comprehensive training, and excellent benefits, including generous annual leave and private medical insurance. This is an exciting opportunity to grow your career in a dynamic organization committed to delivering outstanding service.

Benefits

22 days Annual Leave

Life Assurance

Contributory Pension Scheme

Private Medical Insurance

Comprehensive Travel Insurance

Discounts on New Vehicles

Employee Assistance Program

Free Eye Test

Qualifications

• Minimum 2 years’ customer service experience required.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Handle high-volume calls and emails, ensuring customer satisfaction.
• Act as a liaison between customers and various departments.

Skills

Customer Service

Communication Skills

Problem-Solving

Time Management

Conflict Resolution

Job description

Welcome! Please sign in or register with us. | My Account Options

Job Description - Customer Experience Specialist (Automotive) (042MJ)

Full Time - Permanent (37.5 hours a week on a weekly rolling rota basis)

Hybrid - 2 days office/3 home

Onsite Training - Paid 5 week training induction and IT equipment provided.

Do you understand the need and have a passion for providing first-class Customer Service?

Do you like owning and resolving customers' queries and complaints and being their single point of contact from start to finish?

Does helping others make you smile and give you a sense of satisfaction?

If you’ve answered yes to the above, and have:

• A minimum of 2 years’ customer service experience.
• Single Point of Contact/Case Management experience.
• Excellent verbal and written communication skills.

this role could be for you!

This hybrid working role requires you to work in a busy and fast-paced inbound call centre based in Dunton, Essex. It offers paid training, excellent benefits, and career progression.

What You'll Be Doing:

As a Customer Experience Specialist, working with our globally recognised provider of high-quality Automotive products and services, you will work with customers and prospective buyers to earn and retain their loyalty, suggesting the best solutions to answer their queries and resolve their concerns. We are dedicated to delivering an exceptional customer experience that starts with you discovering your customer’s needs and using your exceptional customer service, problem-solving, and investigation skills to find the best solution to resolve their concerns.

During a Typical Day, You'll

• Demonstrate strong people skills, showing compassion, empathy, and exceptional listening skills.
• Show strong communication, negotiating, and investigation skills.
• Be responsible for handling high-volume calls and emails (Inbound & Outbound).
• Act as a liaison between customer, Sales, Technical Hotline, PD, Warranty support, and dealership by following up to ensure customer satisfaction through effective case management.
• Exhibit strong follow-up and organisational skills, in both verbal and written communication.
• Be detail-oriented, self-motivated, and comfortable working in a fast-paced environment.
• Have a passion for building product knowledge and service support.

What You Bring to the Role

• Demonstrate a high level of trust and integrity.
• Excellent oral and written communication skills, with good command of grammar and punctuation.
• Excellent attention to detail and practices active listening skills.
• Strong customer service, interpersonal and relationship-building skills.
• Time management and ability to prioritise projects and customer needs as well as working to a schedule.
• Conflict resolution skills - listen to the customer.
• Exercise good service and business judgment with the end goal of customer satisfaction.
• Resilience.

What You Can Expect

• 22 days Annual leave to start, increasing by one day on the anniversary of your start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.
• Life Assurance 4 x annual salary.
• Contributory pension scheme.
• Private medical Insurance.
• Comprehensive travel insurance for you and your family in line with scheme rules.
• Discounts on new vehicles.
• Employee Assistance Program (EAP).
• Free eye test with money towards new prescription glasses.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one.

Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions.

Respect – a team that is accountable, dependable, and gives you their full attention.

Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.

Career Growth – lots of learning opportunities for aspiring minds.

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!