Customer Service Agent

3 weeks ago

Whitehills Business Park, United Kingdom DTM (Direct Tyre Management) Full time

DTM was founded in 2004 with a clear focus on meeting commercial fleet customers’ requirements. Providing a comprehensive tyre management service to vehicles across the UK through the company’s service network.
We operate our business 24/7 365. As a Call Handler within the Customer Service Team, you will be the first point of contact for our Customers and Service Providers. As such you are required to liaise directly with our Customers and Network of Service Providersthroughout the UK, receiving and deploying all aspects of vehicle related Roadside Breakdowns and routine service work requests. You will also work closely with our Commercial Team, Network Managers and other departments within the business.
**Accountabilities**:

- Receiving incoming calls vehicles requiring assistance whether at the Roadside Breakdowns, Customer premises or dealer workshops.
- Incident Management of Roadside Breakdowns from initial call to completion.
- Obtaining and accurately recording order numbers
- Progress chasing job sheets from Service Providers for work they have completed
- Inputting data on to our in house Web based system (no experience needed, full training will be given) with attention to detail on product variations.
- Allocating jobs to relevant service providers.
- Filing job sheets awaiting order numbers by relevant service providers
- Deal with any queries or issues that may prevent jobs from being booked out.
- To take telephone messages and pass on to the relevant personnel.
- Scan Job sheets to the relevant service request to aid the authorization process.
- Liaise with suppliers and customers to ensure a seamless process from beginning to completion.
- Input Fleet Inspection reports.
- Schedule routine service inspections.
- Collate Service documentation.
- Maintain a high level of professionalism with clients and working to establish a positive rapport with every caller
- Update customer information in the customer service database during and after each call
- Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
- To undertake any training as and when required.
- To undertake any other similar duties as requested.

**Requirements**:

- Strong Communication Skills
- Strong people skills - able to build rapport and professional relationships with customers.
- A sense of urgency - able to prioritise and meet deadlines.
- Ability to work under pressure whilst remaining calm.
- Clear and logical thinker
- Multi tasking and organisational skills.
- Good administration skills
- Strong attention to detail.
- Ability to work well in a team and also work off own initiative.
- Good geographical knowledge of the UK and Motorway networks

**Skills**:

- Tyre/Transport Industry knowledge would be beneficial but not essential.
- PC Skills are beneficial - Basic Windows and Microsoft Office Packages.

**Salary**: £10 to £10.30 per hour
**Hours**: Various shifts with some weekend working

**Benefits**: Uniform, Workplace pension and Life assurance, 25 days holiday (plus bank holidays), Employee Assistance programme, Employee Discounts at retail shops and gyms
REF-200918

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