Customer Relations Case Specialist

TeleTech Holdings, Inc.; Leeds; Hybrid; Full time

Job summary

Join a dynamic team as a Customer Relations Case Specialist in a hybrid role in Leeds. You'll play a pivotal role in enhancing customer experiences by resolving issues with empathy and professionalism. This position offers you the chance to develop your career in a supportive environment that values inclusivity and personal growth. With competitive compensation and a commitment to your professional development, this role is perfect for those who are passionate about helping others and making a difference. Be part of a company that prioritizes humanity in business and fosters a culture of learning and support.

Benefits

Private Medical Insurance

Holiday Entitlement

Paid Sick Leave

Performance Bonus Opportunities

Career Development Support

Qualifications

• 1+ year of customer service experience required.
• Proven track record of resolving customer dissatisfaction.

Responsibilities

• Provide exceptional customer experiences by resolving issues promptly.
• Communicate effectively with all stakeholders to ensure case resolution.

Skills

Customer Service Experience

Empathy

Time Management

Workload Management

Problem Solving

Communication Skills

Education

Diploma in Mathematics

Diploma in English Language

Tools

PC Knowledge

Job description

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Job Description - Customer Relations Case Specialist (0403P)

Customer Relations Case Specialist

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Customer Relations Case Specialist hybrid in Leeds, UK, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work certification in the United Kingdom says it all!

What You’ll Do

Do you have a passion for helping others and giving them peace of mind? The Customer Relations Case Specialist role is responsible for all aspects of the customer’s issue, where you’re interacting directly with customers/retailers of the brand to proactively investigate and resolve all cases in a timely manner. You’ll be the difference between their customer experience being just average or an exceptional one.

During a Typical Day, You’ll

• Provide an exceptional experience to displeased customers and network partners by showing empathy, understanding, and making informed decisions in a comprehensive, concise, and thorough manner.
• Assume ownership of their case and ensure all communication is handled promptly and with a high level of professionalism.
• Communicate with all case stakeholders, including B2C, B2B and internal departments to ensure a satisfactory outcome to the case.
• Provide proactive coaching to partners to ensure knowledge gaps are closed.
• Participate in aged case reviews to ensure the timely resolution and appropriate escalation of cases when necessary. Prioritize effectively and resolve calls efficiently.

What You Bring to the Role

• 1+ year of customer service experience.
• Proven track record of turning cases of dissatisfied customers into a positive experience.
• Excellent time, workload management skills, and the ability to organize and prioritize.
• Diploma in Mathematics and English language or equivalent, paired with sufficient PC knowledge and applications.
• Strong interest or working knowledge of cars/commercial vehicles.

What You Can Expect

• Supportive of your career and professional development.
• An inclusive culture and community-minded organization where giving back is encouraged.
• A global team of curious lifelong learners guided by our company values.
• Competitive compensation, performance bonus opportunities, and benefits including private medical from day one, holiday entitlement, and paid sick entitlement.
• Base wage starting 12.50 GBP per hour.

A Bit More About Your Role
We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, engagement, and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.
You will report to the Team Lead and contribute to the success of the customer experience and the success of the team.

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer. We embrace and are committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology but also humanity. We make it a point to ensure all our employees feel valued and comfortable being their authentic selves at work.