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Customer Experience Specialist
4 months ago
An exciting opportunity has arisen at Yamaha Motor Europe N.V., Branch UK within
our Aftersales Division for the right candidate to join us as Customer Experience
Specialist. Reporting to the Manager, Aftersales, you would be responsible for
managing the performance of our external Customer Contact Centre and team
leading our internal Customer Service Coordinator. Although all stakeholders
involved with our brand, strive to deliver the best customer experience possible,
unfortunately there are times where we don’t meet our customers’ expectations
and the person joining us in this position will be expected to manage and deal with
customer complaints and find appropriate solutions either through ourselves
directly or in partnership with our established dealer network.
The Customer Experience Specialist will have the opportunity to create and drive
new customer centric initiatives that improves our customer journey and will need
to be experienced enough in this field to have confidence to make such strategic
contributions that keeps Yamaha Motor up to date in the UK with both Consumer
Law and expectations.
You will need strong communication skills, with the ability to connect verbally with
others, create well-written email responses, lead meetings, and build strong
relationships through all mediums.
The successful candidate will be expected to keep up to date with our company’s
current Mid Term Plan and align ideas in their area of the business to this direction
with support from the Manager, Aftersales. Keeping product knowledge up to date
throughout all our product groups is also an essential requirement of the role. Our
main product groups consist of the following:
- Motorcycles
- Scooters
- eBikes
- Outboard engines
- Waverunners
- Boats
- Inflatables
- ATV’s
- Side-By-Side vehicles
- Golf Car/Utility vehicles
You will ideally have previous customer service experience. Those that apply
should expect to receive regular training on our products and Consumer Law
regulations and will need to take their own responsibility for keeping such
knowledge up to date. An understanding or previous experience of dealing with
contact centres will be considered an advantage when being reviewed for this
position.This position will take day-to-day responsibility of managing workload in regard to
customer service enquiries and its related administration. Applicants should be
able to demonstrate strong organisational skills and examples of where they have
previously implemented processes to improve efficiency.
Principle Accountabilities are but not limited to:
? Daily operational control of the Customer Contact Centre ensuring it
delivers against contract
? Customer complaints management & escalations
? eCommerce customer query coordination & resolution
? Team leadership of Customer Service Coordinator
? Contribute Customer Experience initiatives to Mid Term Plan
? Ensure Customer Service administration hits KPI’s
? Liaise and build strong relationships with colleagues and the dealer network
for the best customer resolutions
Experience and personal requirements:
? Strong customer service skills and experience
? Strong verbal and written communication skills
? Consumer Law knowledge
? Experience with customer contact centres - desirable
? Automotive industry knowledge - desirable
? Ability to work independently and as part of a team
? Ability to self-organise and contribute ideas
? Competent with Microsoft Office
? Act as a team player
? Be an expert in your job
? Commit to your promise
In return we can offer a competitive salary, flexible working opportunities, access
to a defined contribution pension scheme, private health care after one year
service and product familiarisation experiences as well as other unique benefits.For the past three years we have also become Great Place To Work certified based on the results from our annual employee survey and we are committed to continuing to enhance the employee experience.
If you believe you are ready for the challenge, then please email your up-to-date
CV with a covering letter addressing the points above and why you would be
suitable for the role to personnel@yamaha-motor.co.uk
Please note you will be expected to be within commuting distance of our HQ in
Woking, Surrey.
Closing date for applications is Wednesday 22nd May 2024
No agencies please
