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Customer Journey Advisor

7 months ago

Wakefield, United Kingdom Cars 2 ltd Full time

The Customer journey advisor is part of our Customer Service function. Its core responsibility is to deliver an industry ownership experience, alongside the Cars2 Retailer network, that supports the long-term sustainable business growth of all our brands.

As a Customer Journey Advisor, you'll be a knowledgeable expert in our brands to achieve a right first-time response and the highest level of customer service. You'll be responding to customers’ orders and keeping them informed on the progress of the vehicle,via telephone & also electronically.

You will also be introducing customers to the Retailer network and will be supporting them to deliver an exceptional customer experience. You'll also work along our Sales and Service teams working in a fast paced and energetic environment, whilst managing inbound and proactive contacts to and from customers

Full training and clear instructions will be given.

No selling or cold calling

A clear polite telephone manner required
- Part Time & Hours to suit the right individual, minimum of 20 hours a week (option for overtime). Monday to Friday
- Opportunity for overtime

**You'll also be responsible for**:

- Managing customer and Retailer inbound and proactive outbound contacts
- Being a knowledgeable expert in the Cars2 brands
- Identifying any complaints on the initial contact and handover seamlessly to the Customer Solutions team/managers
- Verifying all contacts and update the CRM system to ensure complete Data Protection compliance.
- Ensuring all contacts are captured in the CRM systems to enable the Customer Experience Centre to be a valuable data source to the wider business.
- Acting as a role model for Cars2 Values, Customer First Principles and Behaviours
- Promoting a positive relationship between customers and branch to ensure that a collaborative partnership with the Retailer network is achieved.
- Providing support to the Retailer network to assist them in achieving a ‘best in class’s service, driving customer loyalty and retention.
- Ensuring the branch follow all of the correct processes and procedures.
- Achieving positive results that generates high Customer Satisfaction
- Keeping records of this and compiling small reports for management

Strong communication skills, both written and verbal is also essential.
*
- Company Life Insurance and Pension Scheme
- Job stability and career progression in a growing and vibrant company

Friendly team, with flexible workdays, extra hours available to cover holidays.

retail discounts

**Job Type**: Part-time
Part-time hours: 20 per week

**Salary**: £10,836.80 per year

Work Location: In person

Reference ID: Customer Journey Advisor