Hybrid Customer Experience Specialist (UK & DE)

Percepta LLC; Basildon; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

Percepta LLC is seeking a Customer Experience Specialist to join our UK & DE operations. You will act as a dedicated point of contact for customers, resolving queries, investigating after-sales concerns, and delivering service across multiple channels.

The role covers Commercial Vehicle and Fleet customers within a hybrid work pattern, combining on-site and remote support. You’ll manage inquiries via phone, email, live chat, and outbound communications, building trust and guiding customers to

Qualifications

• Previous experience within a customer service, contact centre, or customer support environment.
• Strong experience managing customer enquiries and resolving complex issues.
• Excellent relationship-building and communication skills.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.
• Knowledge of the automotive industry.
• Experience supporting Fleet or Commercial Vehicle customers.
• Passion for the automotive sector and delivering exceptional customer experiences.

Responsibilities

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

Skills

Customer service

Communication

Multitasking

Fast-paced environment

Automotive industry knowledge

Fleet/Commercial Vehicle experience

Relationship building

Tools

MS Office

CRM systems

Job description

Percepta LLC is seeking a Customer Experience Specialist to join our UK & DE operations. You will act as a dedicated point of contact for customers, resolving queries, investigating after-sales concerns, and delivering service across multiple channels.

The role covers Commercial Vehicle and Fleet customers within a hybrid work pattern, combining on-site and remote support. You’ll manage inquiries via phone, email, live chat, and outbound communications, building trust and guiding customers to