Customer Experience Aftercare Executive

4 months ago

Hook, United Kingdom Cinch Cars Full time

**Salary**:£28,000 plus up to 10% discretionary bonus

**Location**:Hook

**Shifts**: Monday - Friday and every other Saturday but you will get this day back in the week - Alternating shifts: 8:00-16:15 or 9:45-18:00

**Contract**: Permanent

We're cinch. Our mission is simple - remove the faff from buying and changing cars, giving customers more choice, with more ease. That’s it. We’re putting drivers first and we’ve ripped up the rule book to make sure that happens.

We’re a customer-first ecommerce business with huge ambition, already driving exponential growth. And we have an exciting roadmap of innovative products to grow our customer offering as preference for buying cars online grows.

**Purpose of the role**:

- To deliver a customer obsessed approach through every interaction ensuring the Customer gets a true understanding of the purpose of cinch.

The role holder will achieve this through engaging Customer conversations and handling any Customer barriers to remain with cinch.

**Role Accountabilities**:

- The role holder will have a passion for providing excellent service to Customers and be able to demonstrate and be proud of their success stories
- You will be looking for ways to improve customer satisfaction by proactively managing Customer needs and highlighting opportunities for development.
- The role holder will be responsible of building trust with the customer by solving their problems quickly and efficiently. Influence and own the issue to ensure successful resolution whilst adhering to company guidelines.

**Relationships**:

- As an executive in an exciting, transformational brand you’ll be one of the only touch points to our Customers. Your ability to build relationships with those Customers and internal colleagues is vital to your success in your role.
- The role holder will engage with the wider supply chain on a regular basis. They will be the main point of contact for anything vehicle issue or quality related when impacting a customer.

**Knowledge and Experience**:

- Experience in Zendesk product solutions would be desirable.
- Proven track record of achieving and exceeding customer service and productivity KPIs.
- Experience in Conversational Commerce such as LivePerson would be desirable.
- Experience in both customer services & financial services would be desirable.
- Proven ability to building strong working relationships.
- Experience in sales through service would be desirable.

**Personal Characteristics**
- Customer obsessed, determined to deliver world class service
- Calm, engaging but assertive personality to deliver a resolution
- Excellent attention to detail
- Confident in leading through ambiguity in a fast-paced environment
- Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability._

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