Customer Success Representative

6 months ago

Chester, United Kingdom Cox Automotive Full time

NextGear Capital UK and Ireland, part of the Cox Automotive Group and is the UK’s leading provider of Stocking Plans for independent and franchise dealers.

NextGear Capital offers Stocking Plans designed to help independent and franchised used vehicle dealers buy, manage, and sell stock. It provides carefully tailored plans connecting stock wholesalers to dealerships, providing simple, cost-effective support across a wide range of vehicle sources.

The Customer Success team are a core part of the Operations Team within NextGear Capital where they are the fist point of contact in some instances for dealers who are looking to open a NextGear Capital Stocking plan, once dealers have opened their plan the Customer Success team support the dealer use their plan by answering calls and e mails. The team’s mission is to always provide excellent customer service, along with first time resolution in all aspects of our role, our aim is to provide support and education at every opportunity.

**Scope of Role**:
Reporting to the Customer Success Team Leader your key responsibilities will be to provide support and education to our dealers/suppliers and Account Managers to ensure world class customer service is provided in all instances. A passion for delivering excellent customer service is essential, accuracy, patience and great listening skills are all key to ensuring our customers feel valued and receive a great customer experience.

**Objectives for Role**:
To provide excellent customer service in all instances, taking ownership for resolving requests first time where possible, ensuring the customer journey is not impacted at any stage and our dealers/suppliers/Account Managers are supported at all times.

**Skills, Knowledge and Experience**:
**Essential to have**:
Experience of working in a fast paced, customer focused setting

A great attitude towards providing an excellent level of customer service which exceeds customer expectations

Great Initiative to take ownership of resolving queries first time where possible, taking appropriate course of action and prioritising workload to meet deadlines.

Experience of communicating with internal/external customers

Effective communication, verbal, written numerical and people skills

Ability to collaborate with colleagues and conduct tasks effectively, knowing when to seek help, support, and advice

Ability to work under pressure

Ability to identify information from financial transactions and communicate with customers/suppliers regarding this information

**Nice to have**:
Energetic, positive, and outgoing personality

Experience of working as part of a team, understanding a variety of roles and responsibilities appropriate to service needs

Knowledge of the automotive industry advantageous but not essential

Previous customer service experience beneficial but not essential

Experience of checking documentation to ensure information provided is accurate, updating core business systems with information

**_
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_

Cox Automotive is the world’s largest automotive service organisation. We
provide dependable solutions that improve performance and profitability
throughout the vehicle lifecycle to manufacturers, fleets, and retailers.
Our businesses are organised around our customers’ core needs across vehicle
solutions, mobility, remarketing, funding, and retail.

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