Part Time Customer Support Agent
7 months ago
**Salary £13,593**
**Department**
The Client Support Team is a shared service function within Retail Solutions and provides 1st Line Support to our dealerships, our manufacturer clients and internal customers.
It is an integral part of the service function that we provide, dealing with incidents and service requests from a wide range of customers, services and mediums.
We work closely with 3rd line support, projects and all other internal dept’s to ensure that products are supported efficiently, within SLA and that our customers receive a great experience.
**About the role**
As a Customer Support Agent, it will be your responsibility to:
- Ensure that customer service levels are maintained at the highest standard and enhancing customer relationships within brand accounts, Dealer groups and business areas.
- Manage all cases, including technical cases that are brought into our bespoke help desk system.
- Accurately record all customer calls, dealing with them in a timely manner and investigating them by liaising with the other areas of the business to resolve these issues as quickly and efficiently, to enable our customers to sell more vehicles.
- To test the UVL functions each weekend morning to identify anomalies and non-compliant vehicles being published.
- Enter all communications coming into the business into the Helpdesk and effectively triage all technical issues incoming to identify which department they belong to. Work to diagnose and fix those issues staying with the department after initial triage.
**Objectives of the role**:
- Extract data within Exports and Imports to analyse and determine the anomalies.
- Refer any issue which needs a developer’s interaction onto the necessary area through the agreed process.
- Plan and dissect data routes when anomalies occur to locate the exact issue for erroneous/incorrect data
- Escalate any P1/P2 qualifying issues to the on-call Developer.
- Keep a constant line of communication open with major incidents by updating business communications and informing the client. In line with the Incident Management Process.
- Be part of the team and help fix any mass anomalies with manual tasks
- Maintain KPI performance to required standards ensuring customer SLA’s are met.
- The ability to form good team relationships and inter-departmental relationships to get the job done.
- Respond promptly to customer enquiries and develop through ongoing training to develop personal skills, technical and communication skills.
- Have the ability to adapt to and work effectively within a variety of situations and with various individuals.
**Skills and experience**
- Have a proven track record of working within deadlines and prioritizing workload.
- Be capable of identifying “the problem."
- Be confident as a solo player along with that of a team member, and be able to build relationships.
- Have the ability to work under pressure and deal with challenging situations in a sensitive manner.
- Be an excellent communicator, both written and verbal, with experience in complaint management.
- Be educated to GCSE grade C for English & Maths.
- Be a fast learner
**STRICTLY NO AGENCIES PLEASE**:
We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL.
We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's
INDAR
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