Hybrid Customer Experience Specialist - Solutions & Care

TeleTech Holdings, Inc.; Basildon; Hybrid; GBP 25,000 - 31,000; Part time

Job summary

TeleTech Holdings, Inc. seeks a Customer Experience Specialist (CXS) to support a global automotive brand from our Dunton site in a hybrid role. You will manage customer interactions via phone, email, live chat and outbound communications, building trust and ownership of issues to resolution.

You will collaborate with dealerships, technical teams and warranty support, delivering outstanding service while handling varied enquiries across multiple channels.

Qualifications

• Experience in customer service or contact centre.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent relationship-building and communication skills.
• Comfort with using multiple systems and CRM tools.

Responsibilities

• Deliver exceptional customer service and create positive experiences.
• Manage inbound and outbound communications via phone, email and live chat.
• Resolve customer concerns efficiently while maintaining satisfaction.
• Serve as a point of contact for Commercial Vehicle and Fleet customers.
• Liaise between customers, dealerships, technical teams and warranty support.
• Investigate and resolve customer cases using available resources.
• Document all interactions in CRM systems.
• Proactively follow up with customers and stakeholders.
• Support colleagues during peak periods, holidays or absence.
• Review ageing cases and provide feedback to leadership.
• Assist with coaching and mentoring of new team members.
• Deliver training and knowledge-sharing sessions as required.
• Contribute ideas to drive continuous improvement.
• Participate in business projects and initiatives.

Skills

Communication

Customer service

Problem solving

Time management

Attention to detail

Active listening

Teamwork

MS Office

Tools

MS Office

Job description

TeleTech Holdings, Inc. seeks a Customer Experience Specialist (CXS) to support a global automotive brand from our Dunton site in a hybrid role. You will manage customer interactions via phone, email, live chat and outbound communications, building trust and ownership of issues to resolution.

You will collaborate with dealerships, technical teams and warranty support, delivering outstanding service while handling varied enquiries across multiple channels.